Director, Contact Center Specialty Operations

SCAN Health Insurance

7d•Remote

About The Position

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. About SCAN SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 285,000 members in California, Arizona, Nevada, and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn; Facebook; and Twitter. Job Purpose The Director of Contact Center Specialty Operations is a key leadership role responsible for managing and evolving high-impact specialty and digital components of our contact center service delivery ecosystem. This role oversees a diverse portfolio of specialty operations, including outsourced (BPO) service partners, omnichannel service teams (chat, email, SMS), virtual agent/bot platforms, language-access pods serving members who speak languages other than English and Spanish, and in-person service teams. This leader works cross-functionally with partners in Digital, IT, Clinical, Marketing, and Compliance to ensure seamless, high-quality, and culturally appropriate service experiences aligned with our mission to support all members in their healthcare journey.

Requirements

Bachler’s Degree in Business, Health Administration, or a related field; or equivalent experience preferred.
7–10 years of leadership experience in contact center or service operations, with direct oversight of specialty or non-call center functions.
Experience managing BPO or vendor operations in a regulated environment (healthcare experience strongly preferred).
Proven track record driving performance in omnichannel environments and/or virtual agent tools.

Responsibilities

Vendor & Partner Oversight: Establish governance and manage relationships with BPO vendors to ensure performance, quality, and compliance with SLAs and regulatory standards. Develop and drive strategies for assessing and improving vendor performance to support efficient, member-focused service delivery.
Omnichannel Strategy & Execution: Drive the development, strategy, and performance of digital and written service channels (chat, secure message, email, SMS), ensuring timely, accurate, and member-friendly interactions.
Conversational AI & Virtual Agents: Oversee the strategy, architecture, and optimization of virtual agent and chatbot capabilities, collaborating with product and IT teams to expand self-service solutions and enhance the overall member experience.
Language-Access Pods: Lead specialty teams (pods) delivering culturally and linguistically appropriate services for members who speak languages other than English and Spanish. Oversee the operating model and performance standards for these multilingual service environments.
In-Person Service Models: Lead the strategy and operations of in-person service delivery channels—such as member centers or pop-up sites—with a focus on accessibility, personalization, and community engagement.
Team Leadership: Build and guide high-performing, mission-driven teams while fostering a culture of continuous improvement, inclusivity, and service excellence.
Analytics & Improvement: Use data and member feedback to identify pain points, refine workflows, and enhance member experiences across all specialty service touchpoints.
Cross-Functional Collaboration: Partner with technology, digital, analytics, compliance, and clinical teams to integrate operations into enterprise-wide strategies supporting our evolving service ecosystem.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.

Benefits

Base Pay Range: $147,900 - $214,030; Salary
Work Mode: Mostly Remote
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
Robust employee recognition program
Tuition reimbursement
An opportunity to become part of a team that makes a difference to our members and our community every day!