Senior Director, Contact Center

We are changing lives every day and are the leading team worldwide in the field of reproductive medicine, with leading clinical outcomes. Are you entrepreneurial minded? Do you enjoy building a thriving team culture that delivers best-in-class patient experience? 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