Hybrid Senior Director, Contact Center

at Reproductive Medicine Associates (RMA Network)

• Job title: Senior Director, Contact Center
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Allentown, United States

About the role

• Senior Director leading contact center operations for a global reproductive healthcare company. Responsible for strategy, processes, and team culture to enhance patient experience.

Responsibilities

• Own the contact center operating model, ensuring that patient-facing operations function as a coordinated system across outreach, contact centers, quality, training, and analytics
• Establish and maintain operating cadences (weekly, monthly, quarterly) that drive accountability, visibility, and follow-through across Care Experience leadership and operational teams.
• Lead performance management across contact center operations, including forecasting, KPI monitoring, and mitigation planning tied to patient outreach throughput, utilization, lead times, and contact center productivity.
• Oversee end-to-end operational workflows across care experience contact center, quality, talent development, and performance management.
• Define and enforce decision rights, handoffs, service-level expectations, and escalation paths across operational teams.
• Ensure effective agent performance management systems are in place through Quality Assurance, Training, and frontline leadership, using performance data to drive continuous improvement.
• Act as a strategic thought partner to the COO, supporting SLT-level planning, reviews, and executive communications related to Care Experience operational performance and readiness.
• Build and lead a high-performing hybrid call center serving multiple sites.
• Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance.
• Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency.
• Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors
• Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts.
• Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in-clinic team.
• Recruit, train, and coach team members, building a culture of accountability and service excellence.
• Performs other duties as assigned and modified at the manager’s discretion

Requirements

• 8+ years of experience in call center, customer service, or patient access operations
• Proven success building or transforming a support operation, including process design, tool selection, and performance optimization.
• Strong data-driven mindset; comfortable managing to metrics and dashboards.
• Excellent leadership, communication, and remote-team management skills.
• Knowledge of HIPAA compliance and patient privacy standards.
• Bachelor’s degree required; Master’s preferred.
• High business acumen and acuity, discernment for how to guide others to maximize performance
• High personal accountability for achieving results, high energy and strong drive to develop her/himself while learning our business model
• Ability to influence executives, VPs and other leaders to help drive processes, strategies, and adherence to proper business protocols
• Ability to collate, consolidate and think through data required to create actionable insights for leaders to optimize and implement
• Commitment to data-driven evaluation of initiatives and service levels
• Knowledge of PowerBI and ability to quickly learn internal EMR, reporting tools; ability to build excel models when necessary
• Problem solving and project management skills; understanding the big picture while being attentive to the details required to successfully implement and execute actionable items
• High level of personal agility; able to focus and deliver quick wins in a manner commensurate with the needs of the moment
• Agile thinker, able to quickly transform and convert opportunities into operational successes
• Exceptional written and communication skills
• Proven ability to build strong relationships with key organizational stakeholders and influence operational improvements with a strong balance of EQ and IQ
• Able to effectively leverage business and organizational knowledge within and across functions
• Excellent in Microsoft Office products including PowerPoint (storyboarding and executive communication), Excel, and Outlook
• Ability and willingness to travel nationwide/Canada up to 50% of the time
• Strong knowledge of principles and processes for providing exceptional customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Proven effective leadership, motivational, time management, decision-making, performance management, coaching, developmental, project management, financial planning, process improvement/strategic planning skills
• Spoken and written fluency in English.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options