Director Language Access Operations & Command Center

Advocate Health; Charlotte (NC); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Advocate Health seeks a senior leader to direct its Language Services Command Center and related operations. You will oversee interpreters, scheduling, and multi-region coordination, driving KPI performance, technology modernization, and data-driven decisions.

Responsibilities include managing a team of managers, shaping enterprise-wide workflows, and ensuring regulatory compliance while partnering with IT and clinical leadership. This role requires strategic vision and strong executive presence.

Qualifications

• Strategic leadership for directing centralized command center and multi-state virtual operations.
• Experience with contact center operations including KPI management and SLA compliance.
• Technology strategy for platform management, digital enablement, and infrastructure oversight.
• Multi-region operational coordination aligning centralized and regional operations.
• P&L accountability including budget management and vendor contracts.
• Data analytics, dashboards, and reporting to drive decisions.
• Change leadership for technology implementations and transformation.
• Executive communication for reporting to senior leadership.

Responsibilities

• Lead Command Center / Control Tower operations and client services across all enterprise regions.
• Oversee scheduling, dispatch, and workflow management for interpreters and teams.
• Develop and coach 3-4 managers with performance mentoring and succession planning.
• Drive KPIs, SLAs, and optimize workforce utilization across regions.
• Coordinate multi-state virtual operations and centralized interpreter dispatch.
• Oversee technology platforms, telephony, and infrastructure oversight.
• Set strategic direction aligned with enterprise goals; sponsor tech initiatives.
• Manage data integration, reporting, and analytics for informed decisions.
• Oversee credentialing, compliance tracking, and onboarding processes.
• Manage P&L including budget and vendor contracts; drive partnerships with IT.
• Lead language access strategy and efforts across modalities.
• Report enterprise results to AVP and participate in executive forums.

Skills

Strategic leadership

KPI management

SLA compliance

P&L accountability

Data-driven decisions

Change leadership

Education

Bachelor's degree

Master's degree

Job description

Major Responsibilities

Lead Command Center / Control Tower operations and client services across all enterprise regions.

Oversee the Manager, LS Teammate Ops & Interpreter Scheduling and Manager, Dispatch, Appointment Scheduling, Ops Workflows & Processes.

Develop and manage 3-4 managers through coaching, mentoring, performance management, and succession planning.

Drive command center KPIs and SLAs including response times, fill rates, and service level compliance.

Coordinate multi-state virtual operations for centralized interpreter dispatch and scheduling.

Oversee technology platforms including systems management, digital enablement tools, and telephony/VRI infrastructure.

Set strategic direction for centralized operations aligned with enterprise goals.

Drive enterprise initiatives for operational excellence, technology modernization, and process optimization.

Manage data integration, reporting, and analytics to drive data-informed operational decisions.

Oversee credentialing, compliance tracking, and interpreter onboarding processes.

Oversee operational workflows and processes for dispatch, appointment scheduling, and workforce management.

Coordinate with Geographic Directors on interpreter coverage, scheduling, and operational alignment.

Manage P&L accountability including budget development, technology investments, and contract negotiation.

Build strategic partnerships with IT, clinical leadership, and technology vendors.

Drive technology roadmap and innovation initiatives for language services platforms.

Ensure compliance with regulatory requirements and organizational standards for contact center operations.

Report enterprise-level results to AVP leadership and represent Control Tower in executive forums.

Sponsor change programs for technology implementations and operational transformation.

Licensure, Registration, and/or Certification Required

Healthcare leadership certification preferred. Technology or operations management certifications valued.

Education Required

Bachelor's degree required; Master's degree preferred.

Experience Required

Typically requires 7+ years of language services, healthcare operations, or contact center management experience plus 4 years of management experience.

Knowledge, Skills & Abilities Required

Strategic leadership skills for directing centralized command center and multi-state virtual operations.

Experience with contact center operations including KPI management, SLA compliance, and workforce optimization.

Technology strategy skills including platform management, digital enablement, and infrastructure oversight.

Multi-region operational coordination skills with ability to align centralized and regional operations.

P&L accountability experience including budget management, technology investments, and vendor contracts.

Data-driven decision-making skills with experience managing analytics, dashboards, and reporting.

Change leadership skills for technology implementations and operational transformation.

Executive communication and presence for reporting to senior leadership.

Knowledge of contact center technologies including telephony, VRI/OPI, and scheduling platforms.

Talent development skills including manager coaching, mentoring, and succession planning.

Vendor management skills for technology partnerships and service delivery agreements.

Quality strategy and compliance oversight experience for contact center operations.

Physical Requirements and Working Conditions

Work requires use of telephone/computer and sitting for prolonged periods of time. Walking, standing, lifting, bending, reaching, stooping, pushing, and pulling are required a moderate amount of the time. May lift and carry up to 40 pounds on an intermittent basis. Must demonstrate the ability to communicate with individuals and groups effectively. Must possess critical thinking, emotional intelligence, and the ability to concentrate. Must be able to work with high volume of activities/projects with short deadlines. Work is hybrid and requires the flexibility of working from home office as well as other Advocate Health work locations as required by services provided.

Preferred Education

Master's degree in healthcare administration, business administration, or operations management.

Preferred Certification / License

Healthcare leadership certification (e.g., FACHE). PMP, ITIL, or contact center management certifications a plus.

Preferred Experience

10+ years of healthcare operations or contact center leadership with enterprise-scale technology management.

Preferred Knowledge / Skills / Abilities

Experience leading 24/7 contact center operations in a multi-site healthcare organization.

Experience driving technology modernization and digital transformation initiatives.

Experience with enterprise workforce management and scheduling optimization at scale.

Strategic thought leadership in operations efficiency, technology enablement, and service delivery.

Experience developing manager-level leaders into director-ready candidates.

Strategic Impact & Value Creation

Innovation & Continuous Improvement

Set enterprise-wide operational strategy for the Language Services Command Center, driving transformation toward predictive staffing models, AI-augmented dispatch, and real-time demand forecasting.

Lead technology modernization initiatives and platform upgrades that enhance operational capability and competitiveness.

Drive continuous improvement culture that systematically advances efficiency and service delivery across all control tower functions.

Revenue Impact & Financial Stewardship

Own P&L accountability for command center operations including budget management, technology investments, and vendor contracts.

Drive cost optimization across dispatch operations, staffing models, and technology platforms with measurable financial impact.

Manage resource allocation decisions that maximize fill rates and interpreter utilization within budget constraints.

Operational Excellence & Efficiency

Direct enterprise-wide command center KPI and SLA performance across all regions and modalities.

Implement centralized operational standards and workflows that improve consistency and efficiency at scale.

Oversee technology infrastructure, data integration, and reporting that enable data-driven operational decisions.

Patient Experience & Language Access

Establish enterprise language access strategy that ensures predictable, equitable interpretation availability across all service modalities.

Drive technology-enabled improvements that reduce access barriers and improve timeliness of language services for patients and clinicians.

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.