Brittany Young-Brady

About Brittany Young-Brady

With over a decade of experience in customer experience and operations, I specialize in end-to-end account ownership for high-growth B2B and B2C brands. I have a proven track record of scaling support strategies, refining internal workflows, and delivering white-glove onboarding that drives long-term retention. My focus is on bridging the gap between sales and operations to ensure a seamless, human-first experience for every client.

Experience

1. Member Navigation Senior Associate

   Omada Health

   Nov 2025 — Present · Baltimore, MD, US

   Deliver concierge-level support to Omada members via phone and email, resolving questions about GLP-1 coverage, insurance, billing, app navigation, devices, and program features. • Achieve and exceed KPIs, including phone SLA, first-reply SLA, CSAT, QA scores, and schedule adherence. • Provide expert technical troubleshooting across iOS, Android, MacOS, and web platforms, identifying root causes and guiding members through solutions. • Serve as a subject-matter expert in Omada’s GLP-1 products, processes, and systems to ensure accurate, proactive support. • Transform challenging interactions into positive, trust-building experiences by anticipating member needs and delivering empathetic service. • Manage both B2C and B2B support inquiries, resolving complex issues for members and employer/customer partners. • Protect PHI by following all Omada and HIPAA-aligned privacy and security policies. • Thrive in a remote, high-volume environment by staying adaptable, communicating clearly, and embracing continuous learning and feedback.

Education

• The Johns Hopkins University

  Bachelor of Arts - BA, Sociology

• Cass Technical High School

  HS Diploma, Chemical and Biological Sciences