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.

Responsibilities

• Owns the operations of a multi-site contact center operation spanning five U.S. offices and a growing international support team in Ghana.
• Operational standards and accountability — consistent execution of company policies, procedures, scripts, and playbooks across every site, domestic and international.
• People — 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.

Requirements

• 5-10 years of director-level leadership in a call center or contact center environment.
• A track record running a contact center that blends 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.
• 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.

Qualifications

• No prior healthcare experience required. Sourcing for contact center leaders from any high-growth, sales-and-service environment.

Skills

• Metrics-focused, culture-minded leadership.
• Ability to blend sales and customer service effectively.
• Experience managing multi-site teams.
• Experience with offshore or international support teams.
• Comfortable with a consultative sales motion and coaching frontline teams.

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.

Pay

Compensation is commensurate with experience.

Schedule

The role is fully in-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.