Sr Dir, Capabilities

Full-time | Seattle

Hello we’re Accolade.

We have an opportunity to change the way consumers experience the healthcare system that’s really not working in their favor. Our mission is to make life better for the consumer, drive costs down for the business, and actually make people healthier through compassion, expertise, and technology.

Job Details

Accolade provides personalized health and benefits solutions designed to empower every person to live their healthiest life. We help millions of people and their employers navigate the complexities of the healthcare system with empathy, expertise and through exceptional service while supporting them in lowering the cost of care and improving health outcomes. Accolade blends technology-enabled health and benefits solutions, specialized support from Accolade Health Assistants® and Clinicians and access to expert medical opinion services for high-cost treatment decisions. We consistently receive consumer satisfaction ratings over 90 percent and have been recognized by Inc. Magazine as a Top Place to Work 2020 and Business Intelligence for Excellence in Customer Service 2020. Please visit us on LinkedIn, Twitter, Instagram and Facebook and at

Role overview

The Sr Director, Capabilities reporting to SVP, Capabilities will have direct oversight of the success for our Find Care set of capabilities. This person  will help set the strategic vision and lead the development, launch and ongoing ownership of the the Accolade find care capabilities.  This person will work closely with service delivery and solutions teams to prioritize short term and long term operational and market priorities that drive measurable success.  We’re looking for someone who has the proven ability to blend strategic visioning with enerpreneurial direct hands-on execution. This person will leverage strong  management skills and display a relentless commitment to our customers with excitement to take on new challenges. 


A day in the life…

  • Runs the find care set of capabilities (examples include; provider matching, transparency, referrals and operational follow up) as a strategic focus area
  • Brings focused domain expertise and holistic ownership of find care end-to end
  • Establishes a twelve to eighteen month vision for capability as well as short term strategy and execution needs
  • Partners with stakeholders across the organization to inform and set the capabilities vision, strategy, market requirements, operational requirements and prioritization
  • Sets mid-to-long term objectives, including KPI measures and action planning to achieve objectives and key results
  • Works with stakeholders throughout the business to identify and prioritize new capabilities under the find care umbrella that are needed to be successful from a operational service and market perspective
  • Works with service delivery counterparts to create service blueprint & roadmap to achieve success measures and objectives
  • Owns find care business priorities and defines business requirements to be market competitive and operationally successful
  • Establishes the methodology and critical dependencies for operationalizing capabilities
  • Demonstrates leadership over cross-functional teams to align critical dependency areas for successful new capability update or launch
  • Develops, owns and executes capabilities roadmap that includes experience and technology needs as well as organizational and process changes, responsible for innovation and end-to-end success of capabilities
  • Establishes and monitors Key Performance Indicators (KPIs) for the capability: service delivery quality, outcomes, gross margin impacts; uses data to improve capabilities
  • Works closely with cross-functional teams and various stakeholders, including  service delivery, solutions marketing, engineering, experience/application owners, etc. to understand strengths and opportunities for capability improvement
  • Aligns and partners closely with Experience Owners to ensure consistent experiences; provide early line of sight into capabilities roadmap to ensure we are evolving to meet current and future needs
  • Works with service delivery, experience owners and engineering leads to develop capability hypotheses and test experiments to maximize capability KPI success.
  • Partners with sales/solutions marketing to understand offering and market requirements, collect market feedback and continually evolve the capability to ensure competitiveness
  • Provides strong leadership through thoughtful talent recognition, coaching, development, and performance management
  • Participates in executive level cadence and meetings with leadership teams

What we are looking for…

  • Bachelor of Science and/or Master's Degree in Business, Healthcare or related field
  • 10-15+ years of product management (B2B, B2C consumer products), product marketing and/or general management with demonstrated ability to discover, define and deliver solutions
  • Strong background in the healthcare industry with health care application providers and/or healthcare technology marketplace
  • Demonstrable experience in recruiting, hiring and retaining talented employees
  • Industry background in provider search, price transparency, quality, second opinion and related markets
  • Strong data and analytics background
  • Exceptional written and oral communication and presentation skills.
  • Self-starter with ability to lead projects and build new products from the ground up independently
  • Attention to detail, including proven ability to manage multiple competing priorities simultaneously
  • Ability to think strategically, and execute methodically
  • Ability to work in a fast-paced environment where continuous innovation is a must
  • Demonstrated ability to use hard data to back up assumptions and develop business cases
  • Willingness to roll up your sleeves and do whatever is necessary with a positive attitude and fit with the Accolade team culture
  • An ability to understand and discuss technical concepts, schedule trade-offs and opportunistic new ideas with technical and non-technical employees
  • A demonstrated record of partnering with teams across an organization to influence and achieve business results across multiple teams who may have different goals
  • Proven creativity in the solutions and operational execution that you've helped deliver
All your information will be kept confidential according to EEO guidelines.
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Sr Dir, Capabilities

Product & Tech