Senior Director, Retrieval Operations – Call Center, Workforce Operations

Job Description:

• Develop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning
• Lead onshore and global provider outreach performance, establishing accountability for productivity, retrieval outcomes, quality, service, compliance, and cost
• Set outreach strategy across agent-led, AI-enabled, and other channels
• Lead call center transformation with Product and Engineering, including automation, agent workflow improvements, AI, self-service, and workforce technologies
• Own adoption of new tools and workflows and measure their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve
• Lead and develop call center and Workforce Management leaders
• Translate retrieval targets and demand into outreach volumes, staffing requirements, and weekly operating plans
• Own demand forecasting, scheduling, intra-week management, utilization, and plan-versus-actual capacity management
• Establish forecasting and capacity-planning standards and governance
• Optimize provider outreach, staffing, scheduling, and workflows
• Provide executive oversight of global outsourcing partnerships, including capacity, vendor scorecards, governance, financial performance, risk, corrective actions, and continuous improvement
• Establish integrated performance models across onshore and offshore operations
• Manage operating plans, budgets, vendor spend, unit economics, and cost-to-serve
• Advise executive leadership and partner across Operations, Product, Engineering, Finance, Client Success, Legal, Procurement, Compliance, and Technology
• Lead organizational change and establish standardized, scalable practices across geographically and culturally diverse teams

Requirements:

• Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field from an accredited institution; equivalent relevant professional experience may be considered in lieu of a degree
• At least 10 years of progressive experience in call center operations, Workforce Management, capacity planning, vendor management, healthcare operations, or a related field
• At least seven years of people-leadership experience, including experience leading directors, senior managers, or other leaders of complex operational functions
• Senior leadership experience overseeing large-scale onshore and offshore call center operations or global business process outsourcing partnerships
• Demonstrated success setting an operating strategy and leading call center transformation, including adoption of automation or AI-enabled workflows with measurable operational results
• Healthcare industry experience, preferably within medical-record retrieval, payer operations, health information management, or another regulated environment
• Deep expertise in provider outreach, demand forecasting, capacity planning, staffing, scheduling, utilization, productive-capacity management, quality assurance, and performance optimization
• Demonstrated success establishing integrated performance models, KPIs, SLAs, forecast-accuracy standards, vendor scorecards, governance practices, and corrective-action programs
• Proven ability to improve outreach efficiency, forecast accuracy, productive capacity, retrieval performance, vendor outcomes, and operating costs
• Strong financial and analytical acumen, including experience with unit economics, cost-to-serve, budgets, vendor spend, business cases, and plan-versus-actual performance
• Experience leading strategic vendor relationships, including contract and performance negotiations, executive business reviews, risk management, and improvement planning
• Experience using business-intelligence tools such as Snowflake, Sigma, or Power BI, along with call center, Workforce Management, quality, telephony, CRM, or omnichannel technologies
• Executive presence and strong communication, change-leadership, and partnership skills, with the ability to influence senior leaders and translate complex operational and financial insights into action
• Ability and willingness to travel up to 20%, including international travel
• This job is not eligible for employment sponsorship

Benefits:

• Total rewards strategy
• Post-offer health screenings and vaccinations as required by clients
• Reasonable accommodations for individuals with physical and mental disabilities
• Equal Employment Opportunity workplace
• International travel opportunity up to 20%