Chief, Enterprise Contact Center & Customer Experience

Mayo Clinic; Rochester (MN); Hybrid; USD 201,000 - 302,000; Full time

Benefits offered by this job

Medical plans

Dental coverage

Vision plan

HSA and FSAs

Retirement plan

Job summary

Mayo Clinic seeks an experienced leader to head the Enterprise Contact Center of Excellence, guiding vision, governance, and transformation across enterprise contact center capabilities.

The role drives customer engagement, access, and operational performance, partnering with Digital and IT to advance platform strategy, analytics, and AI-enabled improvements. Hybrid work within 100 miles of Mayo campuses is required.

Qualifications

• Master's degree or other advanced degree in business, healthcare administration or a related discipline.
• 15 years of progressive leadership experience in enterprise operations, customer engagement, governance, digital transformation, business architecture, operational excellence, enterprise governance, or contact center leadership.
• Healthcare experience preferred, especially in patient access, customer engagement, or contact center operations.
• Experience with enterprise technology strategy and platform governance.
• Knowledge of CCaaS, omnichannel engagement, AI, CRM, analytics, Epic integration, cloud platforms, and automation.
• Professional certifications such as Lean Six Sigma, COPC, ITIL, PMP are a plus.
• Authorization to work in the United States without Mayo Clinic sponsorships now or in the future.

Responsibilities

• Provides strategic leadership for Mayo Clinic’s Enterprise Contact Center of Excellence and drives vision, governance, and operational excellence.
• Leads development and execution of the enterprise roadmap, governance frameworks, standards, and performance expectations.
• Advises executive leadership on strategic priorities, transformation initiatives, and investment decisions.
• Advances capabilities that enhance customer and patient engagement, access, workforce effectiveness, service delivery and performance.
• Guides platform strategy, innovation, AI-enabled capabilities, analytics and experience improvements in collaboration with Digital and IT.

Education

Master's degree or other advanced degree in business, healthcare administration or a related discipline

Tools

CCaaS

Omnichannel engagement

AI

CRM

Analytics

Epic integration

Cloud platforms

Automation technologies

Job description

Mayo Clinic seeks an experienced leader to head the Enterprise Contact Center of Excellence, guiding vision, governance, and transformation across enterprise contact center capabilities.

The role drives customer engagement, access, and operational performance, partnering with Digital and IT to advance platform strategy, analytics, and AI-enabled improvements. Hybrid work within 100 miles of Mayo campuses is required.