Develop and maintain a multi-year contact center integration roadmap, including technology modernization and operating model evolution
Identify, size, and prioritize high-value integration opportunities across CenterWell contact centers
Serve as a thought partner to senior business unit leaders and enterprise executives, pushing strategic thinking and supporting future-state design
Prepare strategic recommendations and decision-support materials for leadership forums and steering committees, ensuring alignment at the highest levels
Lead end-to-end execution of integration initiatives, including planning, milestone tracking, and risk management
Design and facilitate governance frameworks and decision-making processes to support future-state integration
Own transformation deliverables such as roadmaps, dashboards, and executive-level presentations, ensuring clarity for senior stakeholders
Provide regular progress updates and risk assessments to senior leadership and executive sponsors, while translating implications for frontline operating teams
Facilitate collaboration across business units and enterprise teams, connecting dots between initiatives and resolving interdependencies
Embed within BU operations to gain deep understanding of workflows and support transformation efforts
Serve as the primary liaison with the Enterprise Contact Center CoE, ensuring two-way communication and alignment between executives and operational teams

Bachelor’s degree in Business, Operations, or related field
8+ years of experience in strategic operations, program management, or contact center leadership roles
Exceptional communication and influence skills, with experience engaging both senior executives and front-line operators
Demonstrated ability to lead cross-functional initiatives in a highly matrixed environment
Deep expertise in contact center workflows, technology platforms, and customer experience drivers
Strong business acumen and analytical skills, with experience developing business cases and interpreting operational data
Demonstrated success in managing large-scale transformation programs and delivering measurable results
Comfortable navigating ambiguity and balancing competing priorities in a dynamic environment

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance and many other opportunities

Contact Center Integration Principal

Key skills