Senior Program Manager, Member Operations
Company: Omada Health, Inc.
Location: San Francisco
Posted on: April 19, 2024
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Job Description:
Omada Health is on a mission to inspire and engage people in
lifelong health, one step at a time.
Job overview:
The Senior Program Manager, Member Operations, reports to the
Senior Director of Member Operations and is a member of the
cross-functional Care Team Leads in Care Delivery and Member
Operations Leadership Team. The Member OperationsSenior Program
Manager proactively engages with cross-functional stakeholders
within Care Delivery and across the company to leverage the voice
of the member, drive continuous improvement, root cause analysis,
and launch new programs at a time of incredible growth for Omada. A
successful candidate will have experience managing business
challenges and have the ability to influence and drive
cross-functional initiatives forward. They will have a strong bias
toward data driven decision-making, and an innate ability to
understand how metrics relate to business problems.
This role will be responsible for the following processes: (1)
Member Operations Weekly Business Review (WBR) including creating,
refining and expanding metrics and driving the weekly meeting. (2)
Continuous improvement to customer service and cost of revenue
efficiency. (3) Incident management-being a key partner in building
out how the operations team manages significant incidents that
impact members and/or care teams.
Because the person in this role will influence colleagues within
the Member Operations department, Care Delivery, and across Omada,
they will also need to demonstrate strong leadership skills, be
highly collaborative, influence without authority, be highly
organized and have a passion for building data-driven programs that
improve business operations.
About you:
You are passionate about Omada's mission to inspire and engage
lifelong health one day at a time and our products that help
members who are living with prediabetes, diabetes, hypertension or
musculoskeletal issues. You bring your whole-self to work everyday
with a curious mindset ready to dive into complex sets of data,
review member anecdotes, and regularly visit, shadow, and interact
with our care team in order to find hidden problems that affect our
members and that result in Member Ops. interactions. You develop
well-documented and data-driven business cases based on your newly
gained insights. You always validate that "metrics match the
anecdote." You surface these business cases to Care Delivery,
Product, Engineering, and Business teams to influence their
prioritization of solutions to fix issues. You measure the impact
of implemented solutions to celebrate the improved member
experience and the cost savings from your projects. You are a
Zendesk expert who can create ad hoc reports in Explore, deeply
understand Zendesk Guide and underpinning functionality of Support
and Talk.
Your impact:
Bonus points for:
Basic Qualifications:
Preferred Qualifications:
Benefits:
It takes a village to change health care. As we build together
toward our mission, we strive to embody the following values in our
day-to-day work. We hope these hold meaning for you as well as you
consider Omada!
About Omada Health: Omada is a virtual-first chronic care provider
that nurtures lifelong health, one day at a time. Our care teams
implement clinically-validated behavior change protocols for
individuals with prediabetes, diabetes, hypertension, and
musculoskeletal issues for consistent improvements that stack up.
With more than a decade of experience and data, and 24
peer-reviewed publications that showcase our clinical and economic
results, we improve health outcomes and help contain healthcare
costs.
Our scope exceeds 1,800 customers, including health plans, health
systems, and employers ranging in size from small businesses to
Fortune 500s. Omada is the first virtual provider to join the
Institute for Healthcare Improvement's Leadership Alliance,
reflecting our aim to complement primary care providers for the
benefit of our members, and affirming our guarantee to every
partner: Omada works different.
Omada is thrilled to share that we've been certified as a Great
Place to Work! Please for more information.
We carefully hire the best talent we can find, which means actively
seeking diversity of beliefs, backgrounds, education, and ways of
thinking. We strive to build an inclusive culture where differences
are celebrated and leveraged to inform better design and business
decisions. Omada is proud to be an equal opportunity workplace and
affirmative action employer. We are committed to equal opportunity
regardless of race, color, religion, sex, gender identity, national
origin, ancestry, citizenship, age, physical or mental disability,
legally protected medical condition, family care status, military
or veteran status, marital status, domestic partner status, sexual
orientation, or any other basis protected by local, state, or
federal laws.
Below is a summary of salary ranges for this role in the following
geographies:
California, New York State and Washington State Base Compensation
Ranges: $148,800 - $186,000*, Colorado Base Compensation Ranges:
$133,920 - $167,400*. Other states may vary.
This role is also eligible for participation in annual cash bonus
and equity grants.
*The actual offer, including the compensation package, is
determined based on multiple factors, such as the candidate's
skills and experience, and other business considerations.
Please for more information on our Candidate Privacy Notice.
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Keywords: Omada Health, Inc., San Francisco , Senior Program Manager, Member Operations, Accounting, Auditing , San Francisco, California
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