Director National Care Contact Center

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. Demonstrate change management leadership, guiding the organization through complex transformation initiatives with a focus on agility, resilience, and stakeholder alignment. This role requires high emotional intelligence and proven success in leading and creating a strong change resilient culture. Proven track record in large-scale transformation, cultural change, and delivering measurable impact in customer experience, operational excellence in complex organizations, and leading high-performing teams.

Responsibilities:

• Change Leadership: Support the building of organizational change planning for national contact center transformation. Responsible for Change Leadership within the organization and driving towards and reinforcing a culture of resiliency and constant evolution while maintaining an atmosphere of Operational Performance Excellence. Must be skilled in change communications across multiple levels of the employee base.
• Operational Leadership: Provide enterprise-wide leadership to national contact center managers, fostering a high-performing, inclusive, and empowered team culture. Champion a mindset of emotional intelligence, continuous agility and service excellence. Build cross-boundary partnerships to align operations with enterprise priorities. Ensure contact center performance meets division goals and evolves with organizational needs.
• Transformation & Execution: Support the design of the national strategy and then execute the national strategy to evolve contact center into a concierge-level, customer -centric experience. Define what “care center excellence” looks like, set long-term objectives, and continuously adapt the roadmap for improvements and to align with emerging business, workforce, and customer needs.
• Performance & Insight-Driven Management: Establish and lead a comprehensive performance management framework using realtime KPIs including customer satisfaction, resolution rates, and agent productivity. Benchmark against industry standards and leverage insights to drive improvement, transparency, and accountability.
• Technology & Digital Innovation: Prioritize and lead the integration and the optimization of AI-driven, omnichannel technologies to modernize service delivery and elevate the customer experience. Drive adoption of predictive analytics, automation, and cloud-based platforms to proactively resolve issues and enhance operational excellence.
• Operational Efficiency & Scalability: Streamline processes across contact centers to ensure consistency, efficiency, and scalability. Implement standard workflows, cost optimization strategies, and workforce management practices to reduce variability and improve service delivery at scale.

• 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; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program