Director, Workforce & BPO Management, DentaQuest
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We need to decide which sections to include. The posting includes: - Overview of Sun Life and DentaQuest (company description) – could be "About the role" or maybe "About the company". The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can use About the role for company overview and role context. - Responsibilities: The "What you will do:" list – many bullet points. - Requirements/Qualifications: "What you will bring with you:" includes Bachelor's degree, 10+ years experience, etc. Also "Preferred Skills" list. - Skills: Could be separate but we might combine Requirements and Qualifications? The instruction says we can have sections for Requirements, Qualifications, Skills. We need to decide based on content. - Pay: Salary range given: $114,600 - $171,900. Also mention discretionary annual incentive award. So we can include Pay section. - Benefits: The posting mentions benefits: generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs, partially paid sabbatical program, 401(k) employer match, stock purchase options, employer-funded retirement account, flexible inclusive work environment, recognition, etc. So we can include Benefits. - Schedule: The posting mentions hybrid work model: expected to be in office at least 2 days per week. So we can include Schedule. We must not include filler like "commensurate with experience". Not present. We need to remove boilerplate: EEO, legal, accommodation request, California privacy, lie detector, fair chance, etc. Also remove "Visit our website to discover..." etc if it's generic. But we need to preserve substantive info. The company overview paragraphs about Sun Life and DentaQuest are substantive; keep them. We need to format using
for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We must output only HTML fragment, no /, no markdown fences.
Let's craft.
First, maybe start with a short paragraph about the role? The "About the role" could contain the company overview and the opportunity summary.
We'll include:
About the role
Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. The company has more than 6,400 employees and associates in partner dental practices and operates nationwide. DentaQuest manages dental and vision benefits for more than 33 million Americans, with outcomes-based, cost-effective solutions for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals, focusing on prevention and value to improve oral health.
The Opportunity: The Director, Workforce and BPO Management provides strategic leadership and enterprise-level oversight for workforce management, customer service technology, analytics, and Business Process Outsourcing partnerships supporting Dental Customer Service operations. This Director is responsible for leading teams and governance processes that monitor, track, and produce effective call center forecasts, schedules, and performance analysis, as well as ensuring strong operational governance of external Customer Service BPOs. Oversight includes alignment of BPO contracts to evolving business needs, invoice execution and validation, performance management, and ensuring BPO technology requirements align with enterprise standards and operational objectives. This role makes decisions that influence service performance, workforce investment, vendor outcomes, technology adoption, customer experience, and operating costs across Dental Operations. The role manages teams delivering exceptional customer support to Customer Service Managers supporting IVR, Workforce Management, Chat, CRM, and related technologies. This Director partners closely with Information Technology, Finance, Legal, Procurement, and Customer Service leadership to ensure alignment with technology solutions, vendor performance, and budgetary guidelines.
Then Responsibilities:
Responsibilities
- Lead team of Sr. Managers and Managers who oversee the BPO and training teams; responsible for attracting, engaging, developing, and retaining talent.
- Set direction for the Customer Service reporting and analytics function, ensuring reporting capabilities, insights, and analytics support operational strategy and leadership decision‑making.
- Establish and drive the reporting of metrics, analytics, and performance reporting on customer service activity across internal and outsourced operations.
- Drive the development, maintenance, and continuous improvement of leadership dashboards that provide visibility into operational, workforce, vendor, and customer experience performance.
- Oversee workforce planning strategy, including staffing models, capacity plans, and forecasting methodologies based on activity trends, seasonality, membership projections, and business priorities.
- Provide Director‑level oversight of Customer Service BPOs, ensuring alignment with business strategy, service expectations, and operational demand.
- Govern BPO contract alignment to business needs, including collaboration with Legal, Finance, and Procurement on contract terms, amendments, and renewals.
- Manage and approve BPO invoice execution, ensuring accuracy, compliance with contractual terms, and alignment with delivered services and performance outcomes.
- Lead BPO performance management, including service level adherence, quality outcomes, productivity, staffing efficiency, and corrective action planning as needed.
- Oversee BPO technology requirements, ensuring vendor platforms, integrations, reporting, and security standards align with enterprise technology architecture and operational needs.
- Shape the customer service technology roadmap by evaluating Workforce Management, CRM, IVR, chat, and call center platforms, and partnering with IT to prioritize implementation, optimization, and vendor integration.
- Lead business case development and ROI analysis for customer service technology investments, ensuring recommendations are aligned to operational priorities, financial expectations, and enterprise standards.
- Prepare and manage the department budget, including internal resources and outsourced service costs.
- Govern service level agreements across internal teams and external BPO partners, ensuring accountability for performance, quality, productivity, and corrective action.
- Develop and maintain a Knowledge Center to improve access to critical client, product, and operational information.
- Establish and sponsor adoption of best practices in workforce management, customer service operations, vendor governance, and customer service technology solutions.
- Promote effective utilization of IVR and digital self‑service technologies through intuitive design and customer‑friendly call flows.
- Serve as a Subject Matter Expert on customer service applications and ensure successful deployment and adoption, operational readiness, and measurable business value.
- Establish and maintain cross‑departmental interfaces to assess business changes and their impact on call center workload and vendor demand.
- Develop and communicate clear process documentation supporting forecasting, resourcing, vendor oversight, and performance management methodologies.
- Establish and maintain strong working relationships with key operating vendors to ensure platforms are upgraded, stable, and aligned with business needs.
Then Requirements/Qualifications/Skills. We could split into Requirements (education/experience) and Skills (technical). Let's do:
Requirements
- Bachelor’s degree or equivalent relevant work experience.
- 10+ years of progressively responsible experience in workforce management, contact center operations, customer service operations, BPO/vendor management, operational analytics, or customer service technology, including 5+ years of people leadership experience leading managers, senior professionals, or large cross‑functional teams.
- Financial acumen, including budget planning, cost management, return on investment analysis, and business case development.
Skills
- Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, customer relationship management systems, interactive voice response, chat, call routing, reporting tools, and digital self‑service capabilities.
- Experience leading workforce management, capacity planning, forecasting, scheduling, and performance management functions in a high‑volume customer service or contact center environment.
- Demonstrated experience governing BPO/vendor relationships, including contract alignment, SLA management, invoice validation, performance oversight, and corrective action planning.
- Ability to develop executive‑level dashboards, operational insights, and performance reporting to support business decisions.
- Experience partnering with IT, Finance, Legal, Procurement, and business leaders to deliver technology, vendor, and operational priorities.
- Proven ability to lead managers and professional teams, develop talent, build capability, and drive accountability.
- Strong change leadership skills with experience implementing technology, process, vendor, or operating model changes.
- Ability to translate business strategy into operational plans, workforce strategies, vendor governance practices, and measurable outcomes.
- Excellent communication, influencing, and stakeholder management skills, including the ability to present recommendations to senior leaders.
Pay:
Pay
Salary Range: $114,600 - $171,900. The position is eligible for a discretionary annual incentive award based on individual performance and overall business performance.
Benefits:
Benefits
- Generous vacation and sick time.
- Market‑leading paid family, parental and adoption leave.
- Medical coverage.
- Company‑paid life and AD&D insurance.
- Disability programs.
- Partially paid sabbatical program.
- 401(k) employer match.
- Stock purchase options.
- Employer‑funded retirement account.
- Flexible, inclusive and collaborative work environment supporting career growth.
- Recognized as a Great Place to Work® Certified in Canada and the U.S.; “Top 10” employer by the Boston Globe's “Top Places to Work” for two consecutive years.
Schedule:
Schedule
Hybrid work model: team members are expected to be present in the office at least 2 days per week.
We must ensure we didn't include any boilerplate like "Visit our website to discover how Sun Life is making life brighter..." That's generic; we omitted. Also omitted EEO, accommodation request, California privacy, lie detector, fair chance, etc.
Check for duplicate content: We included the opportunity summary in About the role; we didn't repeat elsewhere.
Check for any mention of "Not ready to apply yet but want to stay in touch? Join our talent community..." That's application instruction; we omitted.
Check for "We are committed to fostering an inclusive environment..." That's part of benefits
for prose. We must output only HTML fragment, no /, no markdown fences. Let's craft. First, maybe start with a short paragraph about the role? The "About the role" could contain the company overview and the opportunity summary. We'll include:
About the role
Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. The company has more than 6,400 employees and associates in partner dental practices and operates nationwide. DentaQuest manages dental and vision benefits for more than 33 million Americans, with outcomes-based, cost-effective solutions for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals, focusing on prevention and value to improve oral health.
The Opportunity: The Director, Workforce and BPO Management provides strategic leadership and enterprise-level oversight for workforce management, customer service technology, analytics, and Business Process Outsourcing partnerships supporting Dental Customer Service operations. This Director is responsible for leading teams and governance processes that monitor, track, and produce effective call center forecasts, schedules, and performance analysis, as well as ensuring strong operational governance of external Customer Service BPOs. Oversight includes alignment of BPO contracts to evolving business needs, invoice execution and validation, performance management, and ensuring BPO technology requirements align with enterprise standards and operational objectives. This role makes decisions that influence service performance, workforce investment, vendor outcomes, technology adoption, customer experience, and operating costs across Dental Operations. The role manages teams delivering exceptional customer support to Customer Service Managers supporting IVR, Workforce Management, Chat, CRM, and related technologies. This Director partners closely with Information Technology, Finance, Legal, Procurement, and Customer Service leadership to ensure alignment with technology solutions, vendor performance, and budgetary guidelines.
Then Responsibilities:Responsibilities
- Lead team of Sr. Managers and Managers who oversee the BPO and training teams; responsible for attracting, engaging, developing, and retaining talent.
- Set direction for the Customer Service reporting and analytics function, ensuring reporting capabilities, insights, and analytics support operational strategy and leadership decision‑making.
- Establish and drive the reporting of metrics, analytics, and performance reporting on customer service activity across internal and outsourced operations.
- Drive the development, maintenance, and continuous improvement of leadership dashboards that provide visibility into operational, workforce, vendor, and customer experience performance.
- Oversee workforce planning strategy, including staffing models, capacity plans, and forecasting methodologies based on activity trends, seasonality, membership projections, and business priorities.
- Provide Director‑level oversight of Customer Service BPOs, ensuring alignment with business strategy, service expectations, and operational demand.
- Govern BPO contract alignment to business needs, including collaboration with Legal, Finance, and Procurement on contract terms, amendments, and renewals.
- Manage and approve BPO invoice execution, ensuring accuracy, compliance with contractual terms, and alignment with delivered services and performance outcomes.
- Lead BPO performance management, including service level adherence, quality outcomes, productivity, staffing efficiency, and corrective action planning as needed.
- Oversee BPO technology requirements, ensuring vendor platforms, integrations, reporting, and security standards align with enterprise technology architecture and operational needs.
- Shape the customer service technology roadmap by evaluating Workforce Management, CRM, IVR, chat, and call center platforms, and partnering with IT to prioritize implementation, optimization, and vendor integration.
- Lead business case development and ROI analysis for customer service technology investments, ensuring recommendations are aligned to operational priorities, financial expectations, and enterprise standards.
- Prepare and manage the department budget, including internal resources and outsourced service costs.
- Govern service level agreements across internal teams and external BPO partners, ensuring accountability for performance, quality, productivity, and corrective action.
- Develop and maintain a Knowledge Center to improve access to critical client, product, and operational information.
- Establish and sponsor adoption of best practices in workforce management, customer service operations, vendor governance, and customer service technology solutions.
- Promote effective utilization of IVR and digital self‑service technologies through intuitive design and customer‑friendly call flows.
- Serve as a Subject Matter Expert on customer service applications and ensure successful deployment and adoption, operational readiness, and measurable business value.
- Establish and maintain cross‑departmental interfaces to assess business changes and their impact on call center workload and vendor demand.
- Develop and communicate clear process documentation supporting forecasting, resourcing, vendor oversight, and performance management methodologies.
- Establish and maintain strong working relationships with key operating vendors to ensure platforms are upgraded, stable, and aligned with business needs.
Requirements
- Bachelor’s degree or equivalent relevant work experience.
- 10+ years of progressively responsible experience in workforce management, contact center operations, customer service operations, BPO/vendor management, operational analytics, or customer service technology, including 5+ years of people leadership experience leading managers, senior professionals, or large cross‑functional teams.
- Financial acumen, including budget planning, cost management, return on investment analysis, and business case development.
Skills
- Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, customer relationship management systems, interactive voice response, chat, call routing, reporting tools, and digital self‑service capabilities.
- Experience leading workforce management, capacity planning, forecasting, scheduling, and performance management functions in a high‑volume customer service or contact center environment.
- Demonstrated experience governing BPO/vendor relationships, including contract alignment, SLA management, invoice validation, performance oversight, and corrective action planning.
- Ability to develop executive‑level dashboards, operational insights, and performance reporting to support business decisions.
- Experience partnering with IT, Finance, Legal, Procurement, and business leaders to deliver technology, vendor, and operational priorities.
- Proven ability to lead managers and professional teams, develop talent, build capability, and drive accountability.
- Strong change leadership skills with experience implementing technology, process, vendor, or operating model changes.
- Ability to translate business strategy into operational plans, workforce strategies, vendor governance practices, and measurable outcomes.
- Excellent communication, influencing, and stakeholder management skills, including the ability to present recommendations to senior leaders.
Pay
Salary Range: $114,600 - $171,900. The position is eligible for a discretionary annual incentive award based on individual performance and overall business performance.
Benefits:Benefits
- Generous vacation and sick time.
- Market‑leading paid family, parental and adoption leave.
- Medical coverage.
- Company‑paid life and AD&D insurance.
- Disability programs.
- Partially paid sabbatical program.
- 401(k) employer match.
- Stock purchase options.
- Employer‑funded retirement account.
- Flexible, inclusive and collaborative work environment supporting career growth.
- Recognized as a Great Place to Work® Certified in Canada and the U.S.; “Top 10” employer by the Boston Globe's “Top Places to Work” for two consecutive years.
Schedule
Hybrid work model: team members are expected to be present in the office at least 2 days per week.
We must ensure we didn't include any boilerplate like "Visit our website to discover how Sun Life is making life brighter..." That's generic; we omitted. Also omitted EEO, accommodation request, California privacy, lie detector, fair chance, etc. Check for duplicate content: We included the opportunity summary in About the role; we didn't repeat elsewhere. Check for any mention of "Not ready to apply yet but want to stay in touch? Join our talent community..." That's application instruction; we omitted. Check for "We are committed to fostering an inclusive environment..." That's part of benefits