Director of Outreach Help Center

Job Summary

Providing strategic and operational leadership, the full-time Director of Outreach Help Center will manage a multi-state team to ensure exceptional service and support for customers and stakeholders while driving operational excellence and customer satisfaction remotely.

Key responsibilities

• Lead overall operations of the Help Center, focusing on service delivery and continuous improvement of the customer experience
• Oversee daily operations, including lead management, customer inquiries, and workflow coordination across multiple states
• Recruit, train, and develop a high-performing Customer Care team, establishing clear goals and accountability measures

Required qualifications

• Bachelor's degree in Business, Healthcare Administration, Operations Management, Customer Experience, or a related field; equivalent experience may be considered
• 7+ years of progressive leadership experience in customer service, contact center operations, or healthcare operations
• 5+ years of experience leading geographically dispersed teams
• Demonstrated success in managing operational performance and process improvement initiatives
• Strong analytical and coaching skills