Executive Director, Call Center

Executive Director, Call Center

About the Company

Renowned healthcare organization

Industry
Hospital & Health Care

Type
Privately Held

About the Role

The Company is in search of an Executive Director for its Call Center, which is a key component of its direct-to-consumer and participant services. The successful candidate will be responsible for overseeing a large department that handles both inbound and outbound communications via phone, text, and email. A significant focus of the role is on deploying machine learning and AI approaches to drive innovation and ensure a best-in-class service model. The Executive Director will also be tasked with supervising a team of 4 Directors, each leading their own teams, and must be prepared to work remotely with a 30% travel expectation, primarily to the US west coast. Applicants for the Executive Director position should have a proven track record in a similar role, with experience in a large-scale call center environment. The role requires a leader who can bring a strategic vision for the use of technology in customer service, particularly in the areas of ML and AI. The ideal candidate will have a strong background in direct marketing and CRM, with the ability to manage a substantial team and ensure the delivery of high-quality, innovative services. A deep understanding of the healthcare and non-profit sectors is essential, as is the ability to work effectively with a diverse range of stakeholders.

Travel Percent
Less than 10%

Functions

• CEO/President
• Non-Profit Management
• Marketing
• Operations
• Strategy