Senior Director, Member and Provider Services
Core
Leads strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations for Members, Brokers, and Providers.
Role type
Senior Director, Contact Center Operations
Builds
Distributed remote contact center teams and scalable service operations
Domain
Health Insurance / Customer Operations
Required skills
Contact center operations leadership, Remote team management, Strategic planning, Workforce management, Performance framework design, Data analytics, Cross-functional influence, Budget management, Regulatory compliance, Talent development
Preferred skills
Healthcare industry experience, CRM and cloud contact center strategy, Lean Six Sigma or COPC certification, Advanced data visualization (Tableau/Looker)
Technologies
CRM, Cloud contact center platforms, Tableau, Looker, AI-enabled service tools
Responsibilities
Direct end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels. Execute a multi-year strategy to scale service operations and future-proof against regulatory shifts. Lead a geographically distributed leadership organization fostering an inclusive remote culture. Champion a human-centered service model pairing automation with expert human support. Establish performance frameworks to maximize SLAs, quality, accuracy, and cost efficiency. Leverage analytics to mitigate operational risk and prioritize initiatives. Collaborate with partners to design scalable, compliant processes. Drive workforce management and capacity planning. Influence enterprise technology roadmaps and cross-functional processes. Cultivate leadership talent through coaching and succession planning. Oversee operating budgets and ensure adherence to financial controls and regulatory mandates.
Seniority
Senior Director, Strategy & Operations Leadership