Global Retrieval Ops Leader | Call Center Transformation

OpenKrill; United States; Remote; USD 180.000 - 280.000; Vollzeit

Zusammenfassung

Datavant is seeking a Senior Director of Retrieval Operations to lead global provider outreach, workforce planning, and capacity management. This role focuses on building a scalable, technology-enabled operation that can deliver high-quality retrieval outcomes while balancing cost-to-serve and compliance.

You will partner with Product, Engineering, Finance, and Legal to drive automation, establish KPIs, and transform how the call center engages with providers and patients across channels.

Qualifikationen

• Bachelor’s degree or equivalent professional experience in a relevant field.
• 10+ years in call center operations, workforce management, capacity planning, or equivalents.
• 7+ years of people-leadership experience at senior director level or similar.
• Experience leading large-scale onshore and offshore call center ops or global BPO programs.
• Proven success in automation/AI-enabled workflows with measurable results.
• Healthcare industry experience preferred, especially in retrieval or payer ops.
• Strong skills in provider outreach, forecast accuracy, staffing, and cost-to-serve.

Aufgaben

• Develop and execute call center and workforce strategy across onshore and offshore operations.
• Lead onshore and global provider outreach performance with clear accountability for productivity and cost.
• Define outreach strategy across human, AI-enabled, and other channels.
• Partner with Product and Engineering to drive call center transformation and automation.
• Own adoption of new tools and workflows, measuring impact on yield, quality, and cost-to-serve.
• Develop and mentor call center and workforce management leaders; foster accountability and continuous improvement.
• Translate targets into outreach volumes, staffing plans, and weekly operating plans.
• Own demand forecasting, scheduling, and capacity management with proactive corrective actions.
• Establish governance and KPIs, improving forecast accuracy and vendor scorecards.
• Oversee outsourcing partnerships, vendor governance, and cost optimization.
• Collaborate across Operations, Product, Engineering, Finance, and Legal to resolve barriers.

Kenntnisse

Executive leadership

Strategic thinking

Forecasting

Vendor management

Operational excellence

Power BI/Snowflake/Sigma

Ausbildung

Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or related field

Tools

Power BI

Snowflake

Sigma

Jobbeschreibung

Datavant is seeking a Senior Director of Retrieval Operations to lead global provider outreach, workforce planning, and capacity management. This role focuses on building a scalable, technology-enabled operation that can deliver high-quality retrieval outcomes while balancing cost-to-serve and compliance.

You will partner with Product, Engineering, Finance, and Legal to drive automation, establish KPIs, and transform how the call center engages with providers and patients across channels.