Sr. Director, Healthcare Member Contact Center

Our Sr. Director, Healthcare Member Contact Center provides company-wide leadership, strategic direction, innovative and forward thinking and operational oversight for Navitus Customer Care, ensuring the delivery of highly effective, scalable, and resilient customer support model operation to fully maximize the 24/7/365 staffing model. This role is accountable for both near-term operational and tactical performance and long-term strategic execution and planning and partners closely with senior leadership and Customer Care Leaders to align daily operations with organizational priorities, service expectations, and growth objectives. The Sr. Director establishes a strong operating framework that supports workforce planning, staffing optimization, training effectiveness, and operational redundancy to ensure business continuity, service quality, and consistently positive customer experience across all channels.

Is this you? Find out more below!

How do I make an impact on my team?

Lead operational redesign and define business strategies that improve service performance, scalability, and operational efficiency across Customer Care.
• Establish and oversee integrated staffing models, cross-training strategies, and operational workflows across Customer Care, including PA Intake, specialized teams, and customer communications.
• Partner with IT leadership to ensure Customer Care systems and applications effectively support operations, analytics, and reporting, with ongoing evaluation to optimize performance and scalability.
• Serve as the accountable business owner for company customer and member experience initiatives, providing end-to-end leadership from strategy development and innovation through execution, adoption, and sustained results.
• Define performance standards, service metrics, and operating benchmarks to drive accountability and consistently exceed service-level expectations.
• Establish strong cross-functional working relationships between Customer Success, Clinical Services, Technical Operations, and Government Programs, Sales and Implementation departments to ensure seamless service delivery and client onboarding.
• Provide strategic oversight of Customer Care workforce planning, forecasting, and capacity modeling by analyzing demand trends, developing forecasts, researching business requirements, workflow design, and business growth requirements.
• Lead forward-looking strategy and the adoption of innovative methodologies to continuously enhance call center capabilities, operational performance, and technology advancement.
• Drive a culture of continuous operational improvements focused on enhancing customer experience, operational effectiveness, and quality outcomes.
• Set strategic direction for associate training, leadership development, and call center certification to ensure workforce readiness and performance excellence.
• Evaluate emerging technologies, systems, and sourcing strategies to strengthen Customer Care capabilities and improve serve delivery.
• Oversee the development, implementation, and governance of Customer care policies, procedures, and quality frameworks, including performance monitoring and corrective action.
• Ensure robust tracking, trending, and reporting of operational metrics, performance guarantees, and service outcomes.
• Provide oversight of accreditation, including application preparation, compliance maintenance of necessary documentation to demonstrate compliance with accreditation standards and coordination of on-site reviews.
• Other duties as assigned.

What our team expects from you?

• Bachelor's degree in Business or related field, or equivalent work experience required.
• 10+ years of progressive leadership experience overseeing large-scale, multi-channel call center or customer care operations, including accountability for performance, staffing, and service outcomes required.
• 10+ years of progressive management experience within a managed care, PBM, or comparable highly regulated health care environment, with demonstrated responsibility for complex operations and cross-functional coordination required.
• Proven record of operational leadership resulting in measurable improvements in efficiency, productivity, capacity utilization, and service performance through process redesign, workforce optimization, and performance management required.
• Demonstrated experience implementing operational and technology improvements within call center environments, including adoption of new methodologies that enhanced efficiency, customer experience metrics, and overall performance required.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.