Division Chair, Enterprise Contact Center

Mayo Clinic; Rochester (MN); Sur place; USD 201 000 - 302 000; Plein temps

Avantages offerts par ce poste

Medical plans

Dental coverage

Vision plan

HSA and FSAs

Retirement plan

Résumé du poste

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.

Responsabilités

• 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.

Formation

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

Outils

CCaaS

Omnichannel engagement

AI

CRM

Analytics

Epic integration

Cloud platforms

Automation technologies

Description du poste

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans– to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical:Multiple plan options.
• Dental:Delta Dental or reimbursement account for flexible coverage.
• Vision:Affordable plan with national network.
• Pre-Tax Savings:HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

Responsibilities

This is a hybrid position and must be located within 100 miles of a Mayo Clinic campus for occasional on-site expectations based on business needs.

Provides strategic leadership for Mayo Clinic’s Enterprise Contact Center of Excellence, driving the vision, governance, and operational excellence of enterprise contact center and customer engagement capabilities. Leads the development and execution of the enterprise roadmap, establishes governance frameworks, standards, and performance expectations, and advises executive leadership on strategic priorities, transformation initiatives, and investment decisions.

Advances enterprise capabilities that enhance customer and patient engagement, access, workforce effectiveness, service delivery, and operational performance through scalable business architecture, operating models, and best practices. Serves as the business steward for contact center platforms and technologies, partnering with Digital and Information Technology leaders to guide platform strategy, innovation, AI-enabled capabilities, analytics, and experience improvements.

Drives organizational maturity, continuous improvement, and change management initiatives while establishing enterprise performance measures, benchmarking, and executive reporting. Ensures business capabilities and technology investments deliver measurable improvements in access, customer experience, efficiency, quality, and overall organizational value.

Qualifications

Required:

Master's degree or other advanced degree in business, healthcare administration or a related discipline and 15 years of progressive leadership experience in enterprise operations, customer engagement, governance, digital transformation, business architecture, operational excellence, enterprise governance, or contact center leadership required. Proven success leading enterprise-wide transformation and organizational capability development. Demonstrated ability to influence executives, build consensus, and lead change in highly matrixed organizations.

Preferred:

Healthcare experience, particularly in patient access, customer engagement, or contact center operations. Experience leading enterprise technology strategy and platform governance. Deep knowledge of CCaaS, omnichannel engagement, AI, CRM, analytics, Epic integration, cloud platforms, and automation technologies. Experience in other highly regulated, customer-centric industries. Relevant professional certifications (Lean Six Sigma, COPC, ITIL, PMP, etc.).

Authorization to work and remain in the United States, without necessity for Mayo Clinic sponsorships now, or in the future (for example, be a U.S. Citizen, national, or permanent resident, refugee, or asylee). Mayo Clinic does not participate in the F-1 STEM OPT extension program.

Exemption Status

Exempt

Compensation Detail

$201,344 - $302,036 / year

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Monday - Friday; 8:00 am - 5:00 pm. This is a hybrid position and must be located within 100 miles of a Mayo Clinic campus for occasional on-site expectations based on business needs.

Weekend Schedule

As needed.

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives.

Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the 'EOE is the Law'. Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.