Senior Director, Contact Center

Alzheimer's Association®•Boston, MA

2h•$150,000 - $175,000•Remote

About The Position

The Senior Director, Contact Center, provides strategic leadership and ensures operational excellence for the Association’s 24/7 Helpline, which supports people living with dementia, care partners, and families around the clock. The Senior Director is responsible for overall operations, staffing, clinical oversight, and technology to ensure high-quality results and exceptional experience for Association constituents by providing thorough information, resources, and consultation. As the Contact Center enters a period of significant change, this leader will own the multi-year technology roadmap, guiding the continued expansion of AI-enabled operations, while leading staff through change and ensuring that human connection, clinical quality, and responsible AI use remain at the center of the constituent experience.

Requirements

Bachelor’s degree or higher required
10+ years of experience in a contact center
5+ years in senior leadership of a large, complex operation
Demonstrated experience leading or significantly contributing to the implementation of AI, automation, or conversational technology in a contact center or comparable service environment
Prolonged periods of sitting at a desk and working on a computer
Ability to work for extended periods at a computer and participate in virtual and in-person meetings
Must be able to lift up to 10 pounds at times
Must be able to push/pull to 10 pounds

Nice To Haves

Master’s degree preferred
Experience in a 24/7 operation
Experience in a healthcare, nonprofit, helpline, or crisis/clinical support setting
Ability and willingness to travel up to 10%, as needed

Responsibilities

Provide strategic leadership and planning for a 24/7 Contact Center of 120+ employees, with a view toward continuous growth, process improvement, and innovation to meet the changing needs of the Association and the people it serves.
Own and lead execution of the Contact Center’s 3–5 year technology roadmap, including the continued expansion of AI capabilities; define priorities, success measures, and phased implementation; and report progress and outcomes to executive leadership.
Lead staff and managers through organizational change, including change management, communication, and professional development, so that employees feel supported, equipped, and engaged as the Contact Center evolves.
Lead the management team, including constituent experience, training, clinical, quality management and reporting, and workforce management, ensuring outstanding service delivery as measured by quality monitoring, service level, abandon rate, schedule adherence, and other measures of quality and productivity. Provide direction, coaching, mentoring, accountability, and professional growth, and develop teams to apply best practices in training, clinical supervision, forecasting, scheduling, and workforce optimization.
Partner with IT, vendors, and other Association departments to evaluate, select, implement, and optimize scalable contact center and AI technology, including telephony, AI-enabled tools, call recording and quality monitoring, reporting and analytics, and workforce management, ensuring systems are secure, integrated, current, and able to meet evolving needs.
Ensure an effective quality assurance plan and responsible AI oversight. Maintain regular monitoring of and feedback to staff, timely monthly reporting and performance analysis, and team calibration. Establish human review, monitoring, escalation protocols, and performance standards for AI-handled interactions consistent with the Association’s AI Usage Guidelines, data privacy requirements, and clinical standards.
Ensure high-quality, constituent-focused service for people who contact the Helpline 24 hours a day, 365 days a year, across a blended model of human and AI-enabled service, with seamless handoffs and timely access to clinically trained staff when needed.
Communicate vision and innovation to staff, executive leadership, and stakeholders, demonstrating in-depth understanding of contact center and AI best practices, constituent needs, and Association goals, and building trust in the Contact Center’s approach to AI.
Develop and manage budgets totaling $8+ million, including investment planning and business cases for AI and technology initiatives, balancing high-quality service with effectiveness, accountability, and stewardship.
Perform other duties as assigned.