Sr. Director, Contact Center

Serenity Mental Health Centers • Provo, UT

22h • Onsite

About The Position

The Sr. Director of Contact Center owns the team that feeds and supports Serenity Healthcare's entire clinic network. This role is responsible for every lead follow-up, new patient inquiry, scheduling call, established patient interaction, email, text, insurance call, and back-end patient paperwork task. The contact center operation is staffed by Patient Care Coordinators across five corporate offices in the U.S. (Mesa, AZ; Provo and Lehi, UT; Farmers Branch, TX; and Sandy Springs, GA) with a portion of back-end support scaling in Ghana. This is a builder's seat, focused on scaling the contact center operation alongside a business that doubles every year. The role will be measured on hard numbers: lead conversion, patient satisfaction, and patient retention, with the expectation to drive these metrics 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 measurably improve a contact center operation with higher conversion, higher satisfaction, and tighter execution.
• Metrics-focused and culture-minded; comfortable running an operation off a scorecard and expecting leaders to do the same in a way that grows people, teams, and culture.
• 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.

Nice To Haves

• Experience with offshore or international support teams is a plus.
• No prior healthcare experience required; sourcing from any high-growth, sales-and-service environment.

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 maintain operational standards and accountability for consistent execution of company policies, procedures, scripts, and playbooks across every site, domestic and international.
• Manage the full team of managers, supervisors, and Patient Care Coordinators.
• Oversee workforce performance, including staffing, scheduling, occupancy, quality assurance, and service levels across all sites.
• Drive talent density through recruiting, developing, and retaining top-tier contact center leaders and coordinators.
• Manage 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 across lead-to-visit conversion, patient satisfaction, and 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