Senior Director, 211 Contact Center & AI Modernization

United Way; Cleveland (OH); On-site; USD 95,000 - 152,000; Full time

Job summary

United Way of Greater Cleveland is seeking a Senior Director of 2-1-1 to oversee a 24/7 contact center, ensuring high-quality service for individuals and families. You will guide budget management, staffing, and performance, while advancing modernization through AI and digital tools to expand service delivery across channels.

The role blends operational leadership with strategic planning and partnership development to sustain and grow 2-1-1 offerings in a dynamic nonprofit environment.

Qualifications

• 10+ years of management experience in high-volume, customer-focused contact centers.
• 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.
• Hybrid work environment and flexibility for scheduling.

Responsibilities

• Oversee daily operations of the 24-hour 2-1-1 contact center to ensure high-quality service.
• Implement processes and metrics to improve efficiency, responsiveness, and satisfaction.
• Lead quality assurance, compliance, and data integrity per AIRS standards.
• Manage staffing, training, and performance to meet contractual requirements.
• Develop budgets and pursue funding opportunities and partnerships.
• Leverage AI, data analytics, and digital platforms to expand access.

Skills

Leadership

Budget management

Data-driven decision-making

Operational excellence

Team development

Communication

Strategic planning

Education

Bachelor's degree

Tools

2-1-1 CRM

AI & digital tools

Job description

United Way of Greater Cleveland is seeking a Senior Director of 2-1-1 to oversee a 24/7 contact center, ensuring high-quality service for individuals and families. You will guide budget management, staffing, and performance, while advancing modernization through AI and digital tools to expand service delivery across channels.

The role blends operational leadership with strategic planning and partnership development to sustain and grow 2-1-1 offerings in a dynamic nonprofit environment.