Director, Provider Intake Contact Center

About the Role

We are seeking a Director for the Provider Intake Contact Center based in the United States. This senior-level position demands a strategic leader to direct a high-volume, omnichannel intake organization that delivers excellent service and fosters strong provider relationships. The role involves crafting contact center strategies, enhancing operational efficiency, and leading ongoing improvements in member intake processes.

Key Accountabilities

• Develop and implement the strategic vision, operational model, and governance for a large omnichannel contact center.
• Oversee intake operations encompassing service delivery, workforce planning, quality assurance, and performance management.
• Define and track key metrics including service levels, response times, quality benchmarks, customer satisfaction, first-contact resolution, and conversion efficiency.
• Leverage data insights to identify trends, mitigate risks, and enhance outcomes.
• Optimize workforce management, scheduling, and resource allocation to accommodate growth and scalability.
• Maintain robust collaborations with provider organizations and internal partners to streamline service.
• Coordinate with cross-functional teams (product, technology, compliance, finance, HR, and service operations) to execute strategic projects.
• Lead modernization including automation, AI integration, CRM upgrades, and digital transformation initiatives.
• Ensure full compliance with legal, regulatory, privacy, and confidentiality standards relevant to the industry.
• Establish quality control programs and continuous improvement frameworks to maintain service consistency.
• Mentor and develop a high-performing leadership team promoting accountability, innovation, and growth.
• Manage budgets and operational resources to drive change management and transformation efforts aligned with organizational goals.
• Provide executive-level reporting and insights to support strategic decision-making.

Candidate Requirements

• Bachelor’s degree in Business Administration, Communications, Organizational Leadership, Legal Studies, or related field mandatory; Master’s preferred.
• 7+ years of progressive leadership in contact center operations or similar customer service environments.
• At least 3 years managing large-scale, high-volume contact center operations with responsibility for multiple managers and frontline staff.
• Experience overseeing teams of over 100 employees in fast-paced and customer-centric settings.
• Strong track record in operational strategy, service improvement, and spearheading organizational transformation.
• In-depth knowledge of contact center operations, workforce management, omnichannel delivery, and customer experience best practices.
• Proficient with process optimization, workforce planning strategies, and performance program implementation.
• Familiarity with contact center technologies including CRM, telephony, workforce management software, analytics, and AI tools.
• Financial literacy including budgeting, forecasting, and resource planning experience.
• Proven success working with senior leaders, cross-functional teams, vendors, and external partners.
• Knowledge of compliance, privacy, confidentiality, and regulatory standards in highly regulated sectors.
• Preferred experience in legal services, healthcare, finance, insurance, or equivalent regulated industries.
• Familiarity with provider network operations, multi-location models, or partner-based frameworks is beneficial.
• Excellent communication, leadership, analytical, and problem-solving abilities.

Benefits and Work Environment

• This is a fully remote position within the United States offering full-time employment with executive leadership responsibilities.
• Lead impactful operational initiatives with a direct influence on customer experience strategy.
• Opportunity to innovate through technology, automation, data analytics, and process enhancements.
• Collaborative and cross-functional team environment with strategic partnerships.
• Growth prospects through leadership development and significant organizational impact.
• Flexible remote work arrangements supporting collaborative efforts.
• Contribute to improved access, support, and service experiences for customers and providers.

Additional Information

The hiring process includes AI-assisted candidate matching to ensure objective evaluation aligned with core role requirements. Final interview decisions will be made by the partner company managing this recruitment initiative. Candidates’ personal data will be handled in compliance with relevant data protection laws.