Senior Director - Contact Center Operations, ONSITE, Marlboro or Chelmsford, MA, Full-Time

This position shapes the organization’s service vision and operational strategy for a large, multi-layer contact center serving member's needs. It leads the development of a hospitality-grade service culture where frontline teams are empowered to use sound judgment, recover service effectively, and deliver consistently exceptional member experiences within strong risk and compliance guardrails. Through close partnership across the enterprise, this role helps reduce friction in the member journey and enhances outcomes across the full-service lifecycle. The position ensures the operation reliably meets service commitments with excellence, empathy, and disciplined execution.

Essential Functions

• Establish and sustain a world-class coaching culture by translating service principles into clear operational expectations, leader routines, and frontline behaviors that consistently build member trust and loyalty.
• Lead a large, multi-layer contact center organization, ensuring consistent performance, coaching quality, and cultural alignment across the team.
• Define and operationalize service standards that reinforce member safety, courtesy, and efficient execution in every interaction, ensuring consistent delivery across channels, teams, and contact types.
• Build and govern an empowered service-recovery model in which leaders and frontline teams resolve issues effectively at the moment of need, supported by defined decision boundaries and learning loops that reduce repeat contact and strengthen member outcomes.
• Drive contact center performance management through KPI ownership, dashboards, disciplined operating rhythms, and root-cause routines that improve both member experience and operational efficiency over time.
• Partner closely with key stakeholders to ensure frontline execution meets regulatory requirements and member-protection standards, balancing empathy and service speed with accuracy and appropriate controls.
• Collaborate cross-functionally to reduce friction, eliminate avoidable contacts, and improve end-to-end member journeys.
• Oversee readiness and capacity planning in partnership with workforce management teams to align staffing, leadership coverage, and frontline change readiness to forecasted demand and service commitments.
• Lead the execution of technology, process, and operating-model changes impacting the contact center, ensuring adoption, consistency, and a view of the frontline as a brand-building engine rather than a script-driven cost center.
• Promote a culture of autonomy and judgment-based decision-making across leadership levels, enabling stronger member outcomes while maintaining clear guardrails and structured feedback mechanisms.
• Develop, inspire, and retain high-performing leaders and frontline teams through talent development, succession planning, engagement strategies, and a focus on stability and service consistency.

Typical Scope

• Drives execution of functional strategies and ensures alignment with broader business goals. Oversees operational performance, resource allocation, and process optimization. Supports strategic planning and contributes to the development of policies, budgets, and infrastructure that enable long-term success.
• Makes decisions with significant organizational impact, often involving complex, cross-functional considerations. Works closely with executive leadership and influences decisions on matters of strategic importance.
• Oversees a business function at the local or regional level, with broad accountability for operational and strategic outcomes. Responsible for executing strategy and directing operations across multiple teams.
• Possesses deep expertise in their functional area and a strong understanding of organizational dynamics. May contribute to strategy development and long-term planning for their function.
• Manages through multiple layers of leadership, typically overseeing Directors and Senior Managers. Sets direction for talent development, succession planning, and organizational culture within their function. Builds strong leadership capability across teams and fosters collaboration and accountability.

What You’ll Need

• Education & Experience
• Required Education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.
• Required Experience: 8+ years of relevant experience, 6+ years as a People Leader.
• Qualifications & Skills
• Ability to build a service culture that emphasizes empowered problem resolution, consistent standards, and member trust—while operating within defined policy and compliance guardrails.
• Strong operational excellence capability, including performance management systems, KPI governance, root-cause problem solving, and continuous improvement practices.
• Skilled at translating service principles into repeatable frontline behaviors and leader routines that improve consistency and reduce avoidable contact.
• Demonstrated cross-functional partnership ability to align contact center execution with product changes, member journey improvements, and enterprise priorities.
• Change leadership skills to drive adoption of process and technology improvements impacting frontline execution and member experience.
• Strong communication and influence skills across senior stakeholders, with the ability to align leaders, clarify expectations, and sustain accountability.
• Comfort operating in a judgment-based environment where leaders empower teams to “do the right thing” while maintaining appropriate governance and learning loops.