Senior Director of Engagement Operations

Job Summary

Leading the operational execution of an omnichannel member engagement strategy, the full-time salaried Senior Director of Engagement Operations will manage contact center operations, vendor partnerships, and technology integration while ensuring a seamless member experience in a fully remote capacity.

Key responsibilities

• Oversee the operational execution of member engagement across various communication channels, ensuring consistent and coordinated interactions
• Manage outsourced contact center operations and vendor performance to meet established service expectations and operational standards
• Implement technology-enabled engagement solutions and performance management frameworks to enhance member accessibility and operational efficiency

Required qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field required; Master's degree preferred
• 8-10 years of progressive leadership experience in healthcare operations or contact center management
• Proven experience managing large-scale, multichannel contact center operations, including BPO partnerships
• Experience with Medicare Advantage, Medicaid, or managed care environments strongly preferred
• Demonstrated success in implementing operational improvements and leveraging technology solutions for performance optimization