Senior Director, Contact Center

IVI RMA GLOBAL; Basking Ridge (NJ); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401K Plan

Paid Time Off

Life Insurance

Long-Term Disability

AD&D

Flexible Spending Accounts

Employee Assistance Program

Tuition Reimbursement

Job summary

IVI-RMA GLOBAL is seeking a Senior Director of Contact Center to lead a multi-site, hybrid operation delivering best-in-class patient experience. You will align outreach, center operations, quality, training, and analytics to ensure reliable execution at scale.

The role requires strong operational leadership, analytical rigor, and experience driving performance in healthcare contact centers. Travel nationwide and Canada up to 50% is expected.

Qualifications

• 8+ years in call center, patient access ops, or similar multi-site healthcare/service
• Proven success building or transforming a support operation with process/tools
• Strong data-driven mindset with dashboards and metrics
• Excellent leadership, communication, and remote-team management skills
• Knowledge of HIPAA compliance and patient privacy standards

Responsibilities

• Own the contact center operating model across outreach, centers, QA, training and analytics.
• Establish and maintain operating cadences (weekly/monthly/quarterly) for accountability.
• Lead performance management with forecasting, KPI monitoring and mitigation planning.
• Oversee end-to-end workflows across care experience contact center, quality, talent development, and performance management.
• Define decision rights, handoffs, SLAs, and escalation paths across teams.
• Ensure agent performance management via QA, training and frontline leadership.
• Partner with COO on SLT planning and executive communications about operational performance.
• Build and lead a high-performing hybrid call center serving multiple sites.
• Develop and refine SOPs for consistency, standardization and compliance.
• Monitor results, identify bottlenecks, drive continuous improvement.

Skills

Call center leadership

Performance management

Data-driven decisions

Remote-team management

HIPAA compliance

PowerBI

Excel

Executive communication

Travel up to 50%

Tools

PowerBI

CRM/EMR integrations

Excel

MS Office (PowerPoint, Outlook)

Job description

We are changing lives every day and are the leading team worldwide in the field of reproductive medicine, with leading clinical outcomes. Are you entrepreneurial minded? Do you enjoy building a thriving team culture that delivers best-in-class patient experience? The Senior Director, Contact Center is responsible for ensuring the strategy, people, processes, and capacity come together to deliver reliable execution and high-quality patient experience at scale. This is a highly cross-functional leadership role that owns the contact center operations – unifying engagement strategy, patient outreach, analytics, and performance management. The ideal candidate combines strong operational leadership with analytical rigor and change management.

• Own the contact center operating model, ensuring that patient-facing operations function as a coordinated system across outreach, contact centers, quality, training, and analytics
• Establish and maintain operating cadences (weekly, monthly, quarterly) that drive accountability, visibility, and follow-through across Care Experience leadership and operational teams.
• Lead performance management across contact center operations, including forecasting, KPI monitoring, and mitigation planning tied to patient outreach throughput, utilization, lead times, and contact center productivity.
• Oversee end-to-end operational workflows across care experience contact center, quality, talent development, and performance management.
• Define and enforce decision rights, handoffs, service-level expectations, and escalation paths across operational teams.
• Ensure effective agent performance management systems are in place through Quality Assurance, Training, and frontline leadership, using performance data to drive continuous improvement.
• Act as a strategic thought partner to the COO, supporting SLT-level planning, reviews, and executive communications related to Care Experience operational performance and readiness.
• Build and lead a high-performing hybrid call center serving multiple sites.
• Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance.
• Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency.
• Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms to drive performance, and manage the support relationship with vendors
• Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts.
• Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team.
• Recruit, train, and coach team members, building a culture of accountability and service excellence.
• Performs other duties as assigned and modified at the manager’s discretion Qualifications

Qualifications

• 8+ years of experience in call center, customer service, or patient access operations—ideally in a multi-site healthcare or service organization.
• Proven success building or transforming a support operation, including process design, tool selection, and performance optimization.
• Strong data-driven mindset; comfortable managing to metrics and dashboards.
• Excellent leadership, communication, and remote-team management skills.
• Knowledge of HIPAA compliance and patient privacy standards.

Knowledge, Skills, and Abilities

• High business acumen and acuity, discernment for how to guide others to maximize performance
• High personal accountability for achieving results, high energy and strong drive to develop her/himself while learning our business model
• Ability to influence executives, VPs and other leaders to help drive processes, strategies, and adherence to proper business protocols
• Ability to collate, consolidate and think through data required to create actionable insights for leaders to optimize and implement
• Commitment to data-driven evaluation of initiatives and service levels
• Knowledge of PowerBI and ability to quickly learn internal EMR, reporting tools; ability to build excel models when necessary
• Problem solving and project management skills; understanding the big picture while being attentive to the details required to successfully implement and execute actionable items
• High level of personal agility; able to focus and deliver quick wins in a manner commensurate with the needs of the moment
• Agile thinker, able to quickly transform and convert opportunities into operational successes
• Exceptional written and communication skills
• Proven ability to build strong relationships with key organizational stakeholders and influence operational improvements with a strong balance of EQ and IQ
• Able to effectively leverage business and organizational knowledge within and across functions
• Excellent in Microsoft Office products including PowerPoint (storyboarding and executive communication), Excel, and Outlook
• Ability and willingness to travel nationwide/Canada up to 50% of the time
• Strong knowledge of principles and processes for providing exceptional customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Proven effective leadership, motivational, time management, decision-making, performance management, coaching, developmental, project management, financial planning, process improvement/strategic planning skills
• Spoken and written fluency in English
• This job requires use and exercise of independent judgment

IVI-RMA offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week.

• Medical, Dental, Vision Insurance Options
• Retirement 401K Plan
• Paid Time Off & Paid Holidays
• Company Paid: Life Insurance & Long-Term Disability & AD&D
• Flexible Spending Accounts
• Employee Assistance Program
• Tuition Reimbursement

About IVIRMA Global:

IVIRMA is the largest group in the world devoted exclusively to human Assisted Reproduction Technology. Along with the great privilege of providing fertility care to our patients, IVIRMA embraces the great responsibility of advancing the field of human reproduction. IVIRMA Innovation, as one of the pillars of IVIRMA Global, is a renowned leader in fertility research and science. Check out our websites at: https://rmanetwork.com/ & https://www.ivirma.com/

EEO

"IVIRMA is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: IVIRMA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at IVIRMA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. IVIRMA will not tolerate discrimination or harassment based on any of these characteristics. IVIRMA encourages applicants of all ages."