We're seeking a seasoned Senior Director, Contact Center Operations to lead a large-scale healthcare customer service organization supporting multiple lines of business. This executive-level role will oversee strategic operations, stakeholder management, employee engagement, and service delivery excellence across a high-volume contact center environment.
What You'll Do
- Lead end-to-end contact center operations across voice, chat, and email channels.
- Drive operational performance, customer experience, quality, workforce optimization, and financial outcomes.
- Partner with senior leaders across Operations, Clinical Programs, Technology, Finance, HR, and Workforce Management.
- Champion transformation initiatives including digital-first strategies, call deflection programs, speech analytics, and process improvement efforts.
- Provide leadership across multiple layers of management while developing a strong leadership pipeline.
- Serve as the primary escalation point for operational, service delivery, and stakeholder concerns.
- Oversee site operations, compliance, business continuity, and employee experience programs.
What We're Looking For
- Bachelor's degree required;
- 10+ years of contact center operations experience with at least 5 years in a senior leadership capacity.
- Significant experience leading large-scale healthcare operations, including payer, provider, pharmacy benefits, healthcare shared services, population health, care management, health insurance, or related healthcare contact center environments.
- Proven success managing complex stakeholder relationships across multiple business units.
- Experience driving operational excellence initiatives and delivering measurable improvements in customer satisfaction, service levels, quality, and cost efficiency.
- Strong analytical, strategic planning, and executive communication skills.
- Experience leading large organizations through change, growth, and transformation.
Preferred Background Current or former:
- Senior Director, Contact Center Operations
- Site Director
- VP of Operations
- Customer Service Executive
- Healthcare Operations Leader
- Shared Services Leader
- BPO Operations Executive supporting healthcare accounts
This role is ideal for leaders who have successfully managed large healthcare contact center operations and are passionate about delivering exceptional customer and patient experiences while driving strategic business outcomes.
