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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
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Michael Lanzetta