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Senior Director of Contact Center
Job
Goodwin Recruiting
San Tan Valley, AZ (In Person)
Full-Time
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Job Description
Job Summary To Apply for this Job Click Here 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 Experience overseeing blended sales and service teams Strong analytical and metrics-oriented leadership style Expertise in team building, performance management, and leadership development Experience implementing scorecards, KPIs, and accountability systems Excellent communication and team leadership skills Senior Director of Contact Center Preferred Background & Skills Background in contact center operations, patient access, consumer services, hospitality, healthcare services, financial services, telecommunications, or membership-based organizations Experience in high-growth, multi-site environments Prior healthcare experience helpful but not required 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.