The Purpose of Your Role 

The Director is committed to enhancing customer satisfaction and maximizing return on investment through the development and implementation of innovative call center initiatives and performance strategies. With strong problem-solving skills, the Director will address complex, compliance-regulated challenges and lead cross-functional efforts to optimize support initiatives and capitalize on opportunities to improve program performance. 

The Qualifications We’re Looking For 

• Bachelor's Degree required; in Business, Communications preferred  
• 8+ years related experience  
• 4+ years Leadership experience  
• Proven experience in operational delivery and driving performance excellence
• Proven leadership competencies to include setting vision and strategy, building teams, knowing the business, driving for results, and encouraging open exchange of ideas and knowledge.   
• Strong, proven experience across multiple functions including customer service in fast-paced, service/team environment (call center, customer service)   
• A highly motivated change agent that drives business-focused solutions  
• Strong written, verbal and presentation skills with the ability to distill highly complex requirements into compelling business objectives  
• Strong problem-solving abilities in complex, compliance regulated department 

The Competencies You Bring 

Dealing with Ambiguity * Decision Making * Management * Negotiating * Operational Awareness * Strategic Thinking 

The Value You Deliver 

• Manages operations, ensuring customer satisfaction, cost optimization, and budget adherence. 
• Oversees the development and implementation of call center initiatives to enhance client and patient experiences. 
• Leads process improvement, business development, and annual satisfaction projects. 
• Identifies service-related business needs and formulates strategic recommendations. 
• Develops performance strategies for product/indication/channel with financial backing. 
• Understands client business to proactively address evolving needs with strategic plans. 
• Employs critical thinking to innovate and establish best practices. 
• Strong communicator, adept at presenting complex information clearly and collaborating effectively. 
• Balances diverse workload and prioritizes effectively in a dynamic business environment. 
• Coordinates with stakeholders for program oversight, maintaining timelines, and budget management. 
• Creates impactful promotional materials aligned with strategic goals. 
• Manages project budgets, evaluates promotional effectiveness, and maintains customer/vendor communication for project alignment. 

Essential Job Functions 

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. 

• Ability to sit or stand at a desk for extended periods of time while working on a computer. 
• Available for virtual meetings in a non-distracted environment. 
• Ability to work independently and meet deadlines. 
• Up to 25% travel required per year. 
• Direct operational management and strategic execution for customer service excellence and efficiency. 
• Drive process improvements and implement innovative strategies to boost client satisfaction and ROI. 
• Facilitate cross-departmental collaboration and maintain clear communication to ensure program alignment and success.