CenterWell Contact Center Integration Principal

CenterWell

10d • Remote

About The Position

The CenterWell Contact Center Integration Principal is responsible for driving integration initiatives across CenterWell’s contact centers, combining strategic vision and operational execution to deliver measurable transformation outcomes. This role will operate at both ends of the spectrum – partnering with the most senior leaders across the enterprise while engaging deeply with frontline teams to translate strategy into action. The Principal will help guide long-term contact center strategy, lead operating model design, and ensure successful delivery of initiatives that improve operational efficiency and effectiveness while enhancing the customer experience. Acting as the primary liaison with the Enterprise Contact Center Center of Excellence (CoE), this role will coordinate alignment and execution across multiple business units. Success requires deep expertise in contact center operations, comfort with executive management, strong program management skills, and the ability to navigate complexity in a fast-paced, matrixed environment. The Contact Center Integration Principal will play a pivotal role in shaping the future of CenterWell’s contact center operations. This role is responsible for connecting Enterprise and CenterWell priorities with operational realities and driving initiatives from concept through implementation. It demands the ability to influence and collaborate with senior executives while building trust and alignment with frontline teams executing day-to-day operations. This role will lead the development of multi-year roadmaps for contact center integration, including self-service and digital enablement, agent efficiency, operating model redesign, and cross-business alignment. Acting as a thought partner to business unit leaders and workstream owners, this leader will challenge assumptions, synthesize insights, and identify high-value opportunities – sizing and prioritizing initiatives to maximize impact. On the execution side, this role will own end-to-end program management, including planning, milestone tracking, risk mitigation, and stakeholder engagement and liaise closely with the Enterprise CoE, serving as point of coordination between business units to ensure delivery of roadmap initiatives. The Contact Center Integration Lead will own key deliverables such as transformation roadmaps, dashboards, and executive-level presentations, securing alignment and buy-in from senior leadership, while ensuring clarity and engagement for frontline teams implementing changes. Success in this role requires exceptional influence skills, the ability to navigate ambiguity, and a strong balance of strategic insight and operational discipline. The Principal will be accountable for delivering tangible results tied to enterprise and CenterWell priorities, including improved service levels, enhanced customer experience, and cost savings.

Requirements

• Bachelor’s degree in Business, Operations, or related field
• 8+ years of experience in strategic operations, program management, or contact center leadership roles
• Exceptional communication and influence skills, with experience engaging both senior executives and front-line operators
• Demonstrated ability to lead cross-functional initiatives in a highly matrixed environment
• Deep expertise in contact center workflows, technology platforms, and customer experience drivers
• Strong business acumen and analytical skills, with experience developing business cases and interpreting operational data
• Demonstrated success in managing large-scale transformation programs and delivering measurable results
• Comfortable navigating ambiguity and balancing competing priorities in a dynamic environment

Nice To Haves

• Master’s degree (MBA or related field)
• Experience in healthcare services
• Proficiency with program and project management tools (e.g., Microsoft Project, Azure DevOps, Jira)

Responsibilities

• Develop and maintain a multi-year contact center integration roadmap, including technology modernization and operating model evolution
• Identify, size, and prioritize high-value integration opportunities across CenterWell contact centers
• Serve as a thought partner to senior business unit leaders and enterprise executives, pushing strategic thinking and supporting future-state design
• Prepare strategic recommendations and decision-support materials for leadership forums and steering committees, ensuring alignment at the highest levels
• Lead end-to-end execution of integration initiatives, including planning, milestone tracking, and risk management
• Design and facilitate governance frameworks and decision-making processes to support future-state integration
• Own transformation deliverables such as roadmaps, dashboards, and executive-level presentations, ensuring clarity for senior stakeholders
• Provide regular progress updates and risk assessments to senior leadership and executive sponsors, while translating implications for frontline operating teams
• Facilitate collaboration across business units and enterprise teams, connecting dots between initiatives and resolving interdependencies
• Embed within BU operations to gain deep understanding of workflows and support transformation efforts
• Serve as the primary liaison with the Enterprise Contact Center CoE, ensuring two-way communication and alignment between executives and operational teams

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior