Head of Language Access Command Center Ops

Hugh Chatham Health; Charlotte (NC); Hybrid; USD 169,059,000 - 253,589,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Educational assistance

Retirement plan with employer match

Job summary

Advocate Health in Charlotte, NC is seeking a senior operations leader to guide the Language Services Command Center across regions. You will drive operational excellence, oversee scheduling and dispatch, and coach a leadership team to improve performance and utilization.

The role requires 10+ years in healthcare operations or contact center leadership with enterprise-scale technology management, a strong strategic mindset, and executive presence.

Qualifications

• Strategic leadership for centralized command center operations.
• Experience with KPI management, SLA compliance, and workforce optimization.
• Knowledge of contact center technologies and data-driven decision making.
• Executive communication and presence for reporting to senior leadership.

Responsibilities

• Lead the Language Services Command Center across regions.
• Oversee scheduling, dispatch and operations workstreams.
• Develop 3-4 managers through coaching and succession planning.
• Drive KPIs, SLA performance, and cost management.
• Coordinate multi-state virtual operations and technology platforms.
• Oversee data integration, reporting and analytics for decisions.
• Manage credentialing, compliance, and onboarding processes.
• Own P&L accountability including budgeting and vendor contracts.

Skills

Strategic leadership

KPI management

Data analytics

Executive communication

Vendor management

Change leadership

Cross-functional leadership

Education

Bachelor's degree

Master's degree preferred

Healthcare leadership certification preferred

PMP / ITIL / ops certs a plus

Tools

Telephony platforms

VRI scheduling platforms

Scheduling platforms

Job description

Advocate Health in Charlotte, NC is seeking a senior operations leader to guide the Language Services Command Center across regions. You will drive operational excellence, oversee scheduling and dispatch, and coach a leadership team to improve performance and utilization.

The role requires 10+ years in healthcare operations or contact center leadership with enterprise-scale technology management, a strong strategic mindset, and executive presence.