Director Language Access Operations & Command Center

Advocate Health and Hospitals Corporation•Charlotte, NC

1d•Hybrid

About The Position

This role leads Command Center / Control Tower operations and client services across all enterprise regions. The Director will oversee managers responsible for teammate operations, interpreter scheduling, dispatch, appointment scheduling, and operational workflows. The position involves developing and managing a team of 3-4 managers, driving key performance indicators (KPIs) and service level agreements (SLAs), and coordinating multi-state virtual operations. The role also includes overseeing technology platforms, setting strategic direction for centralized operations, and managing P&L accountability. Building strategic partnerships with IT, clinical leadership, and technology vendors is crucial, as is driving the technology roadmap and innovation for language services platforms. Ensuring compliance with regulatory requirements and organizational standards for contact center operations is also a key responsibility. The Director will report enterprise-level results to AVP leadership and represent the Control Tower in executive forums, sponsoring change programs for technology implementations and operational transformation.

Requirements

Bachelor's degree
Typically requires 7+ years of language services, healthcare operations, or contact center management experience plus 4 years of management experience.
Strategic leadership skills for directing centralized command center and multi-state virtual operations.
Experience with contact center operations including KPI management, SLA compliance, and workforce optimization.
Technology strategy skills including platform management, digital enablement, and infrastructure oversight.
Multi-region operational coordination skills with ability to align centralized and regional operations.
P&L accountability experience including budget management, technology investments, and vendor contracts.
Data-driven decision-making skills with experience managing analytics, dashboards, and reporting.
Change leadership skills for technology implementations and operational transformation.
Executive communication and presence for reporting to senior leadership.
Knowledge of contact center technologies including telephony, VRI/OPI, and scheduling platforms.
Talent development skills including manager coaching, mentoring, and succession planning.
Vendor management skills for technology partnerships and service delivery agreements.
Quality strategy and compliance oversight experience for contact center operations.
Work requires use of telephone /computer and sitting for prolonged periods of time.
Walking, standing, lifting, bending, reaching, stooping, pushing, and pulling are a moderate amount of the time.
May lift and carry up to 40 pounds on an intermittent basis.
Must demonstrate the ability to communicate with individuals and groups effectively.
Must possess critical thinking, emotional intelligence, and the ability to concentrate.
Must be able to work with high volume of activities/projects with short deadlines.
Work is hybrid and requires the flexibility of working from home office as well as other Advocate Health work locations as required by services provided.

Nice To Haves

Master's degree preferred.
Healthcare leadership certification preferred.
Technology or operations management certifications valued.
Master's degree in healthcare administration, business administration, or operations management.
Healthcare leadership certification (e.g., FACHE).
PMP, ITIL, or contact center management certifications a plus.
10+ years of healthcare operations or contact center leadership with enterprise-scale technology management.
Experience leading 24/7 contact center operations in a multi-site healthcare organization.
Experience driving technology modernization and digital transformation initiatives.
Experience with enterprise workforce management and scheduling optimization at scale.
Strategic thought leadership in operations efficiency, technology enablement, and service delivery.
Experience developing manager-level leaders into director-ready candidates.

Responsibilities

Lead Command Center / Control Tower operations and client services across all enterprise regions.
Oversee the Manager, LS Teammate Ops & Interpreter Scheduling and Manager, Dispatch, Appointment Scheduling, Ops Workflows & Processes.
Develop and manage 3-4 managers through coaching, mentoring, performance management, and succession planning.
Drive command center KPIs and SLAs including response times, fill rates, and service level compliance.
Coordinate multi-state virtual operations for centralized interpreter dispatch and scheduling.
Oversee technology platforms including systems management, digital enablement tools, and telephony/VRI infrastructure.
Set strategic direction for centralized operations aligned with enterprise goals.
Drive enterprise initiatives for operational excellence, technology modernization, and process optimization.
Manage data integration, reporting, and analytics to drive data-informed operational decisions.
Oversee credentialing, compliance tracking, and interpreter onboarding processes.
Oversee operational workflows and processes for dispatch, appointment scheduling, and workforce management.
Coordinate with Geographic Directors on interpreter coverage, scheduling, and operational alignment.
Manage P&L accountability including budget development, technology investments, and contract negotiation.
Build strategic partnerships with IT, clinical leadership, and technology vendors.
Drive technology roadmap and innovation initiatives for language services platforms.
Ensure compliance with regulatory requirements and organizational standards for contact center operations.
Report enterprise-level results to AVP leadership and represent Control Tower in executive forums.
Sponsor change programs for technology implementations and operational transformation.
Set enterprise-wide operational strategy for the Language Services Command Center, driving transformation toward predictive staffing models, AI-augmented dispatch, and real-time demand forecasting.
Lead technology modernization initiatives and platform upgrades that enhance operational capability and competitiveness.
Drive continuous improvement culture that systematically advances efficiency and service delivery across all control tower functions.
Own P&L accountability for command center operations including budget management, technology investments, and vendor contracts.
Drive cost optimization across dispatch operations, staffing models, and technology platforms with measurable financial impact.
Manage resource allocation decisions that maximize fill rates and interpreter utilization within budget constraints.
Direct enterprise-wide command center KPI and SLA performance across all regions and modalities.
Implement centralized operational standards and workflows that improve consistency and efficiency at scale.
Oversee technology infrastructure, data integration, and reporting that enable data-driven operational decisions.
Establish enterprise language access strategy that ensures predictable, equitable interpretation availability across all service modalities.
Drive technology-enabled improvements that reduce access barriers and improve timeliness of language services for patients and clinicians.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program