Senior Director, 2-1-1 Contact Center | AI-Driven Ops

United Way of Greater Cleveland; Cleveland (OH); Hybrid; USD 95,000 - 152,000; Full time

Job summary

United Way of Greater Cleveland seeks a Senior Director to lead 2-1-1 operations, ensuring 24/7 service excellence and fiscal accountability. You will steer budgeting, staffing, and partnerships while driving modernization with AI and data analytics to expand access.

The role demands strategic planning, strong leadership, and a commitment to turning community needs into actionable services. Join a mission-driven team focused on high-quality customer experience and continuous improvement, with a

Qualifications

• 10+ years of management experience in high-volume, customer-focused contact center.
• Bachelor’s degree or equivalent combination of education and experience.
• Demonstrated success leading diverse teams and managing complex budgets.
• Strong knowledge of health and human services systems, government, and/or nonprofit operations.
• Experience with business planning, performance management, and process improvement.
• Ability to obtain Inform USA certification.

Responsibilities

• Oversee daily operations of the 24-hour 2-1-1 contact center to ensure consistent, high-quality, and timely service delivery.
• Implement operational processes and performance metrics to improve efficiency, responsiveness, and customer satisfaction.
• Lead quality assurance, compliance, and data integrity efforts in line with AIRS standards and contract requirements.
• Maintain and improve systems, policies, and workflows that support a seamless client experience.
• Supervise and develop team management and staff, fostering accountability, collaboration, and professional growth.
• Oversee staffing models, scheduling, and training to meet client demand and contractual requirements.
• Promote a culture focused on service excellence, professional growth, and operational performance.
• Oversee the 2-1-1 CRM and technical systems to ensure reliability, usability, and accuracy.
• Leverage emerging technology, including AI, data analytics, and digital platforms, to expand access and streamline service delivery.
• Use data and performance insights to inform decision-making and drive operational improvements.
• Manage the 2-1-1 operational budget, ensuring fiscal accountability and effective resource allocation.
• Develop business and implementation plans that align operations with organizational goals and funding opportunities.
• Collaborate with leadership to identify and pursue funding opportunities, contracts, and partnerships that sustain and grow 2-1-1.

Skills

Team leadership

Data-driven decisions

Budget management

Operational excellence

Communication & relationship mgmt

Technology adoption

Hybrid work readiness

Education

Bachelor’s degree or equivalent

Job description

United Way of Greater Cleveland seeks a Senior Director to lead 2-1-1 operations, ensuring 24/7 service excellence and fiscal accountability. You will steer budgeting, staffing, and partnerships while driving modernization with AI and data analytics to expand access.

The role demands strategic planning, strong leadership, and a commitment to turning community needs into actionable services. Join a mission-driven team focused on high-quality customer experience and continuous improvement, with a