Director National Care Contact Center

Position Overview

The Director National Care Center will lead enterprise strategy execution by managing multi-site operations and shifting from traditional service to a high-touch, concierge-style customer experience. This leader will define and execute short- and long-term goals that align with business priorities and operational direction to ensure maximum productivity, cost effectiveness and customer service quality. They will demonstrate change management leadership, guiding the organization through complex transformation initiatives with a focus on agility, resilience, and stakeholder alignment. This role also requires high emotional intelligence and proven success in building a strong, change-resilient culture. The position requires regular travel to multiple designated sites to support relationship-building and operational oversight.

Key Responsibilities

• Change Leadership: Support the building of organizational change planning for national contact center transformation while driving a culture of resiliency and operational performance excellence, including effective change communications at all employee levels.
• Operational Leadership: Provide enterprise-wide leadership to contact center managers, fostering an inclusive, high-performing team culture and building cross-boundary partnerships to align operations with enterprise priorities.
• Transformation & Execution: Design and execute the national strategy to evolve the contact center into a concierge-level, customer-centric experience by defining long-term objectives and continuously adapting the roadmap.
• Performance & Insight-Driven Management: Establish a comprehensive performance framework using real-time KPIs such as customer satisfaction, resolution rates, and agent productivity, and leverage industry benchmarks to drive improvement and accountability.
• Technology & Digital Innovation: Lead the integration and optimization of AI-driven, omnichannel technologies and champion predictive analytics, automation, and cloud-based platforms to modernize service delivery.
• Operational Efficiency & Scalability: Streamline processes across contact centers by implementing standard workflows, cost optimization strategies, and workforce management practices to ensure consistency and scalability.

Required Qualifications

• 12+ years of experience with a Bachelor's degree; 3+ years in management (additional experience may substitute for the degree).
• Bachelor's degree in Business Management, Human Resource Management, Communications, or a related field, plus at least five years of contract and quality management experience.
• Strong leadership, resource management, and cross-functional collaboration skills demonstrated through enterprise-wide transformation initiatives.
• Proven ability in driving operational excellence, enhancing customer experience, and leading change in complex, large-scale environments.

Compensation: Pay Grade 24 – $122,400 to $265,100

Benefits & Perks

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development, tuition reimbursement, and recognition programs
• Family support including adoption assistance, fertility treatment, and child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program