Sr. Director, Contact Center

About the role

The Sr. Director of Contact Center owns the team that feeds and supports Serenity Healthcare's entire clinic network. This is a builder's seat where you scale a contact center alongside a business that doubles every year.

What You'll Own

• Operations - A multi-site contact center operation spanning five U.S. offices and a growing international support team in Ghana
• The full contact lifecycle of inbound and outbound calls, lead follow-up, scheduling, new patient inquiries, established patient support, email, text, insurance calls, and back-end patient paperwork
• Operational standards and accountability — consistent execution of company policies, procedures, scripts, and playbooks across every site, domestic and international
• The full team of managers and supervisors and the Patient Care Coordinators underneath them
• Workforce performance — staffing, scheduling, occupancy, quality assurance, and service levels across all sites
• Talent density — recruiting, developing, and retaining top-tier contact center leaders and coordinators
• KPI ownership across: Lead-to-visit conversion, Patient satisfaction, Patient retention

What Success Looks Like

• Conversion from lead to new patient visit trends up, period over period
• Patient satisfaction and retention metrics improve while contact volume grows
• Establish a manager and supervisor scorecard to drive outcomes and manage out underperforming staff timely and efficiently
• Develop managers and supervisors to run their teams with discipline, consistency, and a clear set of metrics
• Balancing accountability, sales, and culture

Who We Want

• 5-10 years of director-level leadership in a call center or contact center environment
• A track record running a contact center that blended sales and customer service, not pure service, not pure sales
• Proven ability to take a contact center operation and make it measurably better with higher conversion, higher satisfaction, tighter execution
• Metrics-focused, culture-minded. You run your operation off a scorecard and you expect your leaders to do the same in a way that grows people, teams, and culture
• Excited to set a high bar and hold people to it
• Strong recruiter and developer of talent — people you've hired follow you
• Experience managing multi-site teams; experience with offshore or international support teams is a plus
• Comfortable with a consultative sales motion and coaching frontline teams to execute one
• Willing to travel: 25% domestically and internationally at least twice per year, and to work fully in-office
• No prior healthcare experience required. We are sourcing for contact center leaders from any high-growth, sales-and-service environment

Benefits

• 90% company-paid medical, dental, and vision for the employee and all dependents
• 401(k)
• 3 weeks PTO
• 10 paid holidays
• Annual company trip for the employee plus one

This Role

• This role is fully in-office
• We prefer the Director to sit in our Mesa, AZ office
• Expect approximately 25% domestic travel to check in across all five contact center sites, plus international travel at least twice per year to support the Ghana operation

Location & Travel

This role is fully in-office. We prefer the Director to sit in our Mesa, AZ office. Expect approximately 25% domestic travel to check in across all five contact center sites, plus international travel at least twice per year to support the Ghana operation.

Serenity Healthcare is an equal opportunity employer.

Employment is contingent on a background check and drug screening.