Responsible for sustaining the operating culture of the contact center and evolves the operating model with modern tools and capabilities that enhance the experience for both consumers and team members.
Provide strategic leadership to build and sustain a high-performing, mission-aligned team across a large 700+ distributed workforce by championing a strong culture of engagement and service excellence.
Drive appointment growth and performance by optimizing volume, mix, and conversion.
Ensure a resilient, high-performing operation by maintaining readiness for disruptions, deliver core KPIs.
Drive the adoption of AI and automation to streamline workflows and reduce manual effort.

Bachelor's degree required
Master's degree preferred
15+ years leading large-scale consumer operations with a strong blend of people leadership and technology enablement
5 years of leadership or management experience preferred
Inspirational servant leader who builds followership and holds others accountable with clarity and respect
Demonstrated ability to inspire and retain a distributed/remote workforce of 500+ FTEs
Technologically fluent: understands AI and automation well enough to make sound decisions about where and when to deploy
Track record of introducing technology and process improvements within complex operating environments without disrupting stability
Experience managing $40M+ operating budgets with strong financial acumen
Healthcare experience strongly preferred; familiarity with EHR-integrated scheduling environments is a plus.

VP, Conversational Access Operations

Key skills