Sr. Director, Contact Center

Serenity Mental Health Centers • Lehi, UT

1d • Onsite

About The Position

Serenity Healthcare is a rapidly expanding multi-site specialty medical platform with over 1,000 employees and 40+ clinics nationwide. We specialize in advanced medical interventions like TMS and IV ketamine for treatment-resistant patients, focusing on a high-trust, education-led approach. We are seeking experienced operators to scale our leadership team and support our continued growth.

The Sr. Director of Contact Center will lead the team responsible for all aspects of the contact center operation, which supports the entire clinic network. This includes lead follow-up, new patient inquiries, scheduling, established patient interactions, email, text, insurance calls, and patient paperwork. The contact center operates with Patient Care Coordinators across five U.S. offices (Mesa, AZ; Provo and Lehi, UT; Farmers Branch, TX; and Sandy Springs, GA) and is expanding its back-end support in Ghana. This is a critical role for a builder who can scale the operation alongside a rapidly growing business, with key performance indicators focused on lead conversion, patient satisfaction, and patient retention.

Requirements

• 5-10 years of director-level leadership in a call center or contact center environment.
• Track record of running a contact center that blended sales and customer service.
• Proven ability to measurably improve contact center operations, leading to higher conversion, higher satisfaction, and tighter execution.
• Metrics-focused and culture-minded; experience running operations using a scorecard and expecting leaders to do the same.
• Strong ability to set high standards and hold individuals accountable.
• Experience managing multi-site teams.
• Comfortable with a consultative sales motion and coaching frontline teams to execute one.
• Willingness to travel approximately 25% domestically and internationally at least twice per year.
• Willingness to work fully in-office.
• Experience with offshore or international support teams is a plus.
• No prior healthcare experience required; sourcing from any high-growth, sales-and-service environment.

Nice To Haves

• Experience with offshore or international support teams.

Responsibilities

• Manage a multi-site contact center operation across five U.S. offices and an international support team in Ghana.
• Oversee the full contact lifecycle including inbound/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, ensuring consistent execution of company policies, procedures, scripts, and playbooks across all domestic and international sites.
• Lead and develop managers, supervisors, and Patient Care Coordinators.
• 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 through a consultative, education-first approach while ensuring a high-quality patient experience.
• Own and drive key performance indicators (KPIs) including lead-to-visit conversion, patient satisfaction, and patient retention.
• Develop and implement a manager and supervisor scorecard to drive outcomes and manage underperforming staff.
• Develop managers and supervisors to lead their teams with discipline, consistency, and clear metrics.
• Ensure the Ghana support operation is integrated, productive, and held to the same standards as domestic sites.
• Balance accountability, sales, and culture within the contact center.

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