This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Provider Intake Contact Center based in United States.
The Director, Provider Intake Contact Center will provide strategic and operational leadership for a high-volume, omnichannel intake organization supporting exceptional service delivery and strong provider partnerships.
This executive-level role will shape contact center strategy, optimize operational performance, and drive continuous improvements across member intake processes.
The ideal candidate will combine deep contact center expertise with strong leadership capabilities, operational insight, and a passion for customer experience excellence.
You will oversee workforce strategy, quality programs, technology optimization, compliance, and transformation initiatives designed to scale operations effectively.
This role offers the opportunity to influence business growth through data-driven decision-making, automation, innovation, and cross-functional collaboration.
As a senior leader, you will build high-performing teams while ensuring service excellence, operational efficiency, and long-term organizational success.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Provider Intake Contact Center based in United States.
The Director, Provider Intake Contact Center will provide strategic and operational leadership for a high-volume, omnichannel intake organization supporting exceptional service delivery and strong provider partnerships.
This executive-level role will shape contact center strategy, optimize operational performance, and drive continuous improvements across member intake processes.
The ideal candidate will combine deep contact center expertise with strong leadership capabilities, operational insight, and a passion for customer experience excellence.
You will oversee workforce strategy, quality programs, technology optimization, compliance, and transformation initiatives designed to scale operations effectively.
This role offers the opportunity to influence business growth through data-driven decision-making, automation, innovation, and cross-functional collaboration.
As a senior leader, you will build high-performing teams while ensuring service excellence, operational efficiency, and long-term organizational success.
Accountabilities:
- Develop and execute the strategic vision, operating model, and governance framework for a high-volume omnichannel contact center.
- Provide executive oversight of intake operations, including service delivery, workforce planning, quality assurance, performance management, and operational effectiveness.
- Establish and monitor key performance indicators including service levels, response times, quality scores, member satisfaction, first-contact resolution, conversion rates, and efficiency metrics.
- Use data analysis and operational insights to identify trends, address challenges, reduce risks, and improve service outcomes.
- Optimize workforce utilization, scheduling, resource planning, and operational processes to support scalability and business growth.
- Build and maintain strong partnerships with provider organizations and internal stakeholders to ensure seamless service delivery.
- Collaborate with teams across product, technology, compliance, finance, human resources, and service operations to deliver strategic initiatives.
- Lead technology modernization efforts, including automation, artificial intelligence solutions, CRM enhancements, and digital transformation projects.
- Ensure compliance with applicable legal, regulatory, privacy, and confidentiality requirements, including industry-specific standards and operational policies.
- Establish quality assurance programs, operational controls, and continuous improvement practices to strengthen service consistency.
- Develop, coach, and retain a high-performing leadership team while fostering accountability, collaboration, innovation, and professional growth.
- Manage budgets, operational resources, change initiatives, and business transformation programs to achieve organizational goals.
- Provide executive-level insights, recommendations, and reporting to support strategic decision-making.
- Bachelor’s degree in Business Administration, Communications, Organizational Leadership, Legal Studies, or a related field required.
- Master’s degree in Business Administration, Organizational Leadership, Communications, or a related discipline preferred.
- Seven or more years of progressive leadership experience in contact center operations, customer service, service delivery, or related operational environments.
- Minimum of three years leading large-scale, high-volume contact center operations with responsibility for managers and frontline teams.
- Demonstrated experience managing organizations of 100+ employees in fast-paced, customer-focused environments.
- Proven success developing operational strategies, improving service delivery, and leading organizational transformation initiatives.
- Strong knowledge of contact center operations, workforce management, omnichannel service delivery, and customer experience best practices.
- Experience implementing process improvements, workforce optimization strategies, and performance management programs.
- Familiarity with contact center technologies, CRM platforms, telephony systems, workforce management tools, analytics platforms, and AI-enabled solutions.
- Strong financial and operational acumen, including budgeting, forecasting, and resource planning.
- Experience partnering with executive leaders, cross-functional teams, vendors, and external partners.
- Knowledge of compliance, privacy, confidentiality, and regulatory requirements within highly regulated industries.
- Experience in legal services, healthcare, financial services, insurance, or similar regulated environments preferred.
- Experience supporting provider networks, multi-location service models, or partner-based organizations preferred.
- Strong communication, leadership, analytical, and problem-solving skills.
- Fully remote work opportunity within the United States.
- Competitive full-time employment opportunity with executive-level leadership responsibilities.
- Opportunity to lead large-scale operational initiatives and influence customer experience strategy.
- Ability to drive innovation through technology, automation, analytics, and process improvements.
- Collaborative environment working with cross-functional teams and strategic partners.
- Professional growth opportunities through leadership development and organizational impact.
- Flexible work environment supporting modern remote collaboration.
- Opportunity to contribute to services that improve access, support, and experiences for customers.
The Director, Provider Intake Contact Center will lead the overall strategy, execution, and continuous improvement of intake operations, ensuring high-quality experiences for members and provider partners. This role requires a proven operational leader who can manage complex service environments, develop teams, implement transformation initiatives, and align contact center performance with broader business objectives.
Requirements:
The ideal candidate is an experienced contact center leader with a strong background in large-scale operations, customer experience, workforce optimization, and organizational transformation. This role requires exceptional leadership skills, operational expertise, and the ability to manage complex service environments within highly regulated industries.