The Senior Director, Contact Center is responsible for ensuring the strategy, people, processes, and capacity come together to deliver reliable execution and high-quality patient experience at scale. This is a highly cross-functional leadership role that owns the contact center operations - unifying engagement strategy, patient outreach, analytics, and performance management. The ideal candidate combines strong operational leadership with analytical rigor and change management.
Essential Responsibilities- Own the contact center operating model, ensuring that patient-facing operations function as a coordinated system across outreach, contact centers, quality, training, and analytics
- Establish and maintain operating cadences (weekly, monthly, quarterly) that drive accountability, visibility, and follow-through across Care Experience leadership and operational teams.
- Lead performance management across contact center operations, including forecasting, KPI monitoring, and mitigation planning tied to patient outreach throughput, utilization, lead times, and contact center productivity.
- Oversee end-to-end operational workflows across care experience contact center, quality, talent development, and performance management.
- Define and enforce decision rights, handoffs, service-level expectations, and escalation paths across operational teams.
- Ensure effective agent performance management systems are in place through Quality Assurance, Training, and frontline leadership, using performance data to drive continuous improvement.
- Act as a strategic thought partner to the COO, supporting SLT-level planning, reviews, and executive communications related to Care Experience operational performance and readiness.
- Build and lead a high-performing hybrid call center serving multiple sites.
- Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance.
- Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency.
- Identify and implement the best tech tools-telephony systems, CRM/EMR integrations, workforce management, and analytics platforms-to drive performance, and manage the support relationship with vendors
- Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts.
- Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team.
- Recruit, train, and coach team members, building a culture of accountability and service excellence.
- Performs other duties as assigned and modified at the manager's discretion Qualifications
Qualifications- 8+ years of experience in call center, customer service, or patient access operations-ideally in a multi-site healthcare or service organization.
- Proven success building or transforming a support operation, including process design, tool selection, and performance optimization.
- Strong data-driven mindset; comfortable managing to metrics and dashboards.
- Excellent leadership, communication, and remote-team management skills.
- Knowledge of HIPAA compliance and patient privacy standards.
- Bachelor's degree required; Master's preferred.
Knowledge, Skills, and Abilities- High business acumen and acuity, discernment for how to guide others to maximize performance
- High personal accountability for achieving results, high energy and strong drive to develop her/himself while learning our business model
- Ability to influence executives, VPs and other leaders to help drive processes, strategies, and adherence to proper business protocols
- Ability to collate, consolidate and think through data required to create actionable insights for leaders to optimize and implement
- Commitment to data-driven evaluation of initiatives and service levels
- Knowledge of PowerBI and ability to quickly learn internal EMR, reporting tools; ability to build excel models when necessary
- Problem solving and project management skills; understanding the big picture while being attentive to the details required to successfully implement and execute actionable items
- High level of personal agility; able to focus and deliver quick wins in a manner commensurate with the needs of the moment
- Agile thinker, able to quickly transform and convert opportunities into operational successes
- Exceptional written and communication skills
- Proven ability to build strong relationships with key organizational stakeholders and influence operational improvements with a strong balance of EQ and IQ
- Able to effectively leverage business and organizational knowledge within and across functions
- Excellent in Microsoft Office products including PowerPoint (storyboarding and executive communication), Excel, and Outlook
- Ability and willingness to travel nationwide/Canada up to 50% of the time
- Strong knowledge of principles and processes for providing exceptional customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
- Proven effective leadership, motivational, time management, decision-making, performance management, coaching, developmental, project management, financial planning, process improvement/strategic planning skills
- Spoken and written fluency in English
- This job requires use and exercise of independent judgment
