Executive Director, Contact Center & Access Transformation

University of Miami•Miami, FL

About The Position

The University of Miami/UHealth has an exciting opportunity for an Executive Director, Contact Center & Access Transformation. The Executive Director, Contact Center & Access Transformation leads the portfolio of contact center operations, enterprise platforms, and digital front door initiatives that support patient access, service delivery, and overall operational performance. This role serves as the business owner for key systems, including Epic and NICE/InContact, and partners closely with IT to ensure technology solutions translate into efficient, scalable workflows. The Executive Director is responsible for driving access transformation efforts, including AI-enabled solutions and digital capabilities, to optimize scheduling, enhance operational performance, and support growth across the ambulatory and contact center environment, with a focus on creating a more seamless and frictionless patient experience.

Requirements

Bachelor’s degree in relevant field required
Minimum 10 years of relevant experience required
Skilled in aligning departmental goals with enterprise-wide strategy and develops comprehensive strategic plans.
Ensures fiscal responsibility, and optimization of financial performance.
Ability to allocate resources and drive innovation and growth.
Proven ability to adjust to changes and leads/inspires transformational change.
Ability to build and lead high-performing teams, manage complex projects, and ensure successful project delivery.
Understanding of technology, data analytics, and performance measurement to drive strategic decisions and identify opportunities.
Ability to influence others, articulate strategic vision, and ensure clear and persuasive communication.

Nice To Haves

Any appropriate combination of relevant education, experience and/or certifications may be considered.

Responsibilities

Directs contact center operational and strategic initiatives and associated workflows to improve access, service quality, efficiency, and overall performance. Establishes operational standards, key performance indicators (KPIs), and monitoring processes to drive continuous improvement.
Serves as the business owner for enterprise platforms including Epic (access and scheduling workflows), NICE/InContact, and telephony systems. Partners with IT to manage system upgrades, releases, and enhancements, ensuring alignment with operational needs and minimal disruption.
Drives the optimization and adoption of technology platforms to ensure effective utilization and return on investment. Identifies opportunities to improve workflows, eliminate inefficiencies, and enhance system performance across the contact center and ambulatory environment.
Partners with marketing on digital front door transformation initiatives aligned with organizational priorities, including the evaluation, implementation, and scaling of AI-enabled solutions. Oversees vendor selection, onboarding, and governance for digital and technology solutions.
Establishes and manages a centralized portfolio of projects and initiatives, including intake, prioritization, execution, and performance tracking. Ensures visibility into project status and outcomes and aligns initiatives with operational goals and business impact.
Utilizes process improvement methodologies to analyze, redesign, and optimize workflows across contact center and access functions. Engages cross-functional stakeholders to identify opportunities and implement sustainable process improvements.
Leads change management efforts to support adoption of new technologies, workflows, and operational models. Develops communication strategies, training plans, and stakeholder engagement approaches to ensure successful implementation.
Builds, develops, and leads a high-performing team, including managers, analysts, and project management resources. Establishes goals, provides coaching, and develops capabilities in operational excellence, platform optimization, and digital transformation.
Collaborates with operational, clinical, and IT leaders to translate business needs into technology-enabled solutions. Acts as a liaison to ensure alignment across stakeholders and drive effective execution of initiatives.
Supports organizational growth and transformation initiatives, including the integration and optimization of new functions and teams. Ensures that transitions are structured to improve efficiency, performance, and scalability rather than replicate existing processes.
Evaluates industry trends, emerging technologies, and best practices to identify opportunities for innovation within contact center and access operations.
Recommends and implements solutions that enhance service delivery and operational performance.
Manages vendor relationships and oversees performance of external partners to ensure service levels, deliverables, and outcomes meet organizational expectations.
Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with university policies and procedures. Ensures employees are trained on controls within the function and on university policies and procedures.