Director, GLP-1 Member Navigation

The Director, GLP-1 Member Navigation will launch and scale a new function to support Omada members on GLP-1 medications through high-touch, concierge-style service. This role involves owning the long-term vision, strategy, and execution of the function, ensuring members receive timely, compassionate, and effective navigation support while driving measurable results. The Director will build a scalable, integrated service model, directly lead a high-performing team, and foster cross-functional collaboration. They will champion Omada’s mission by designing systems for accessible, equitable, and outcomes-driven cardiometabolic care navigation. Responsibilities include overseeing the functional budget, tracking performance against KPIs like call answer time, email response time, customer satisfaction, and at-work utilization, and managing risks of underperformance. The Director will also lead projects, champion organizational changes, foster trust and psychological safety, and partner with operational leaders to define performance expectations. They will tackle complex, undefined issues, develop business cases, and lead cross-functional transformation initiatives to improve experiences for internal teams and external partners. Additionally, the Director will create and evolve the operational performance system, including SLA frameworks and continuous improvement cadences, and lead the development and implementation of Lean performance improvement strategies within Member Services.