Senior Director of Contact Center

To Apply for this Job Click Here

A rapidly expanding healthcare organization is seeking an experienced senior leader to direct and elevate a multi-site patient contact center supporting over

40 locations nationwide. This high-impact position is central to patient acquisition, experience, and retention as the company experiences approximately 100% year-over-year growth.

As Senior Director of Contact Center, you will play a pivotal role in building scalable systems, driving performance, and fostering a culture of accountability, all while ensuring an exceptional patient journey. Reporting directly to the Chief Operating Officer, this is a highly visible leadership opportunity with significant potential to influence company strategy and expansion.

Senior Director of Contact Center Benefits & Compensation

• Competitive base salary commensurate with experience
• Performance-based bonus opportunity
• Comprehensive benefits package
• Long-term career growth potential in a rapidly growing, mission-driven organization
• High visibility with executive leadership
• Approximately 25% domestic travel and international travel twice annually
• Fully in-office role

Senior Director of Contact Center Requirements & Qualifications

• 5–10+ years of senior leadership experience in a contact center or call center environment
• Demonstrated success in leading large-scale, multi-site operations
• Proven track record improving conversion rates, satisfaction, retention, and operational outcomes
• Proven experience leading teams responsible for both customer service and conversion-oriented sales outcomes. Candidates should have experience coaching teams on consultative sales techniques, objection handling, appointment conversion, and customer engagement.Strong analytical and metrics-oriented leadership style
• Demonstrated ownership of operational and sales KPIs including conversion rates, show rates, retention, quality scores, service levels, and workforce productivity.
• Experience building scorecard-driven organizations where leaders are held accountable to measurable performance outcomes.
• Strong understanding of consultative sales principles and the ability to coach frontline leaders and agents to improve conversion performance.

Senior Director of Contact Center Preferred Background & Skills

• Experience in high-growth, multi-site environments
• Healthcare experience is not required and may not be preferred if it comes exclusively from traditional hospital, payer, or healthcare system environments.
• Strong consideration will be given to candidates from hospitality, membership organizations, luxury service brands, consumer services, wellness, aesthetics, concierge medicine, telecommunications, financial services, and other high-touch customer experience environments.

Senior Director of Contact Center Day-to-Day Responsibilities

• Lead and scale a multi-site contact center operation, including expanding international support teams
• Establish and maintain operational consistency across all sites
• Build and optimize systems, processes, and performance standards to support rapid growth
• Own and improve key metrics for lead conversion, patient satisfaction, and retention
• Develop workforce planning strategies, scheduling, and service level optimization
• Recruit, develop, and coach supervisors, managers, and frontline leaders
• Foster a culture of accountability, performance, and continuous improvement
• Partner with marketing, operations, and clinical teams to enhance the patient experience

This is a rare opportunity to lead, shape, and grow a mission-critical operation at the heart of a dynamic healthcare organization. If you thrive in fast-growing environments and are passionate about building teams and driving performance, we encourage you to apply for a confidential conversation.

JOB ID: 176522

#post

Michael Lanzetta

To Apply for this Job Click Here