Head of Language Access Command Center (Hybrid)

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

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.