Sr. Director, Contact Center

Serenity Mental Health Centers • Lehi, UT

1d • Onsite

About The Position

The Sr. Director of Contact Center owns the team that feeds and supports our entire clinic network. Every lead follow-up, new patient inquiry, scheduling call, established patient interaction, email, text, insurance call, and back-end patient paperwork task runs through your department. Our contact center operation is staffed by Patient Care Coordinators across five corporate offices — Mesa, AZ; Provo and Lehi, UT; Farmers Branch, TX; and Sandy Springs, GA — with a portion of back-end support now scaling in Ghana. This is a builder's seat. You're not running a steady-state call center, you're scaling it alongside a business that doubles every year. You will be measured on hard numbers: lead conversion, patient satisfaction, and patient retention. You will be expected to drive those numbers up, quarter over quarter, while volume climbs and the footprint expands.

Requirements

• 5-10 years of director-level leadership in a call center or contact center environment
• A track record running a contact center that blended sales and customer service, not pure service, not pure sales
• Proven ability to take a contact center operation and make it measurably better with higher conversion, higher satisfaction, tighter execution
• Metrics-focused, culture-minded. You run your operation off a scorecard and you expect your leaders to do the same in a way that grows people, teams, and culture
• Excited to set a high bar and hold people to it
• Strong recruiter and developer of talent — people you've hired follow you
• Experience managing multi-site teams; experience with offshore or international support teams is a plus
• Comfortable with a consultative sales motion and coaching frontline teams to execute one
• Willing to travel ~25% domestically and internationally at least twice per year, and to work fully in-office
• No prior healthcare experience required. We are sourcing for contact center leaders from any high-growth, sales-and-service environment.

Responsibilities

• Operations - A multi-site contact center operation spanning five U.S. offices and a growing international support team in Ghana
• The full contact lifecycle of inbound and outbound calls, lead follow-up, scheduling, new patient inquiries, established patient support, email, text, insurance calls, and back-end patient paperwork
• Operational standards and accountability — consistent execution of company policies, procedures, scripts, and playbooks across every site, domestic and international
• People - The full team of managers and supervisors and the Patient Care Coordinators underneath them
• Workforce performance — staffing, scheduling, occupancy, quality assurance, and service levels across all sites
• Talent density — recruiting, developing, and retaining top-tier contact center leaders and coordinators
• Performance - The sales-and-service motion — coaching teams to convert leads with a consultative, education-first approach while delivering a high-quality patient experience
• KPI ownership across: Lead-to-visit conversion, Patient satisfaction, Patient retention

Benefits

• 90% company-paid medical, dental, and vision for the employee and all dependents
• 401(k)
• 3 weeks PTO
• 10 paid holidays
• Annual company trip for the employee plus one

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed