Sr. Director, Contact Center

Serenity Mental Health Centers • Provo, UT

1d • Onsite

About The Position

Serenity Healthcare is one of the fastest-growing multi-site specialty medical platforms in the country. Founder-led, ten years in market, 1,000+ employees, 40+ clinics across multiple states, and growing 100% year over year — without PE or venture capital. We deliver advanced, in-office medical interventions including TMS (transcranial magnetic stimulation), IV ketamine, and medication management. Our patients come to us because nothing else has worked (treatment-resistant patients), and our model is built around moving them from consult to treatment with a high-trust, education-led approach. We are scaling fast, hiring operators who have done it before, and building a leadership bench that will carry us through the next 40 clinics — and the 40 after that. 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.
• Proven ability to take a contact center operation and make it measurably better with higher conversion, higher satisfaction, tighter execution.
• Metrics-focused, culture-minded.
• Strong recruiter and developer of talent.
• Experience managing multi-site teams.
• 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.
• Willing to work fully in-office.
• No prior healthcare experience required.

Nice To Haves

• Experience with offshore or international support teams is a plus.

Responsibilities

• Manage a multi-site contact center operation spanning five U.S. offices and a growing international support team in Ghana.
• Oversee 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.
• Establish and enforce operational standards and accountability, ensuring consistent execution of company policies, procedures, scripts, and playbooks across every site, domestic and international.
• Lead the team of managers and supervisors and the Patient Care Coordinators underneath them.
• Manage workforce performance, including staffing, scheduling, occupancy, quality assurance, and service levels across all sites.
• Drive talent density by recruiting, developing, and retaining top-tier contact center leaders and coordinators.
• Oversee the sales-and-service motion, coaching teams to convert leads with a consultative, education-first approach while delivering a high-quality patient experience.
• Own KPIs including lead-to-visit conversion, patient satisfaction, and patient retention.
• Establish a manager and supervisor scorecard to drive outcomes and manage out underperforming staff timely and efficiently.
• Develop managers and supervisors to run their teams with discipline, consistency, and a clear set of metrics.
• Ensure the Ghana support operation is integrated, productive, and held to the same standards as domestic sites.
• Balance accountability, sales, and culture.

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