Remote Senior Director, Retrieval Ops & AI Call Center

Ladders; United States; Remote; USD 181,000 - 200,000; Full time

Job summary

Ladders is seeking a Sr. Director of Retrieval Operations (Call Center & Workforce Operations) to lead a high-impact function. The role focuses on scaling provider outreach, improving productivity, and driving quality across a complex retrieval operation.

You will partner with Product and Engineering to modernize workflows, introduce automation, and translate goals into workforce plans. The ideal candidate has deep experience in call center operations, workforce management, and large-scale

Qualifications

• Bachelor's degree in business administration, operations, healthcare administration, finance, or technology.
• 10+ years in call center operations, workforce management, or healthcare operations.
• 7+ years of leadership directing senior managers or directors in complex ops.
• Experience with large-scale onshore/offshore call center operations or global outsourcing.

Responsibilities

• Develop and execute call center and workforce strategy across operations and partners.
• Lead global provider outreach performance, ensuring accountability for productivity and quality.
• Set outreach strategy utilizing agent-led and AI-enabled channels for maximum impact.
• Transform call center operations in collaboration with Product and Engineering teams.
• Own operational adoption of new tools, measuring their impact on retrieval yield and quality.
• Lead and develop call center leaders, fostering a culture of accountability and continuous improvement.
• Translate retrieval targets into actionable staffing and operational plans.

Skills

Call center ops

Workforce management

Leadership

Automation

Healthcare/payer ops

Provider outreach

Education

Bachelor's degree in business administration, operations, healthcare administration, finance, or technology

Job description

Ladders is seeking a Sr. Director of Retrieval Operations (Call Center & Workforce Operations) to lead a high-impact function. The role focuses on scaling provider outreach, improving productivity, and driving quality across a complex retrieval operation.

You will partner with Product and Engineering to modernize workflows, introduce automation, and translate goals into workforce plans. The ideal candidate has deep experience in call center operations, workforce management, and large-scale