Senior Director, Contact Center Strategy & Operational Excellence

Ladders; United States; Remote; USD 180,000 - 200,000; Full time

Benefits offered by this job

Paid family leave

Fertility benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

Mental health support

Paid time off

Company equity

Bonus program

401(k) match

Legal and financial advice

Learning and development

Social events

Volunteer opportunities

Job summary

Ladders, a leader in healthcare space, seeks a Senior Director, Contact Center Strategy & Operational Excellence to shape strategy and execution for a remote, high-impact contact center supporting members navigating complex benefits.

You will partner with senior leadership to strengthen service performance, regulatory compliance, and member experience, owning operating rhythms, governance, and continuous improvement to scale efficiently in a regulated environment.

Qualifications

• 8-10 years of leadership experience in contact center or healthcare operations.
• Proven track record in managing teams and developing talent.
• Experience in scaling contact center capabilities in regulated environments.
• Strong understanding of healthcare benefit navigation and compliance.
• Exceptional communication and stakeholder management skills.
• Ability to lead through ambiguity and manage complexity.
• Bachelor's degree required; advanced degree or relevant certifications preferred.

Responsibilities

• Serve as a strategic advisor to senior leadership on contact center strategy.
• Develop and drive operational excellence aligned with the organization’s mission.
• Lead cross-functional initiatives from concept to implementation.
• Establish governance routines for service performance and compliance.
• Monitor operational risks and ensure adherence to regulatory standards.
• Use data to evaluate performance and drive continuous improvement.
• Directly manage and develop team members, fostering a culture of accountability.

Skills

Leadership

Contact center

Healthcare ops

Stakeholder mgmt

Ambiguity management

Education

Bachelor's degree

Advanced degree or certifications preferred

Job description

For our client, we are seeking a Senior Director, Contact Center Strategy & Operational Excellence to join the team of a leader in the Healthcare space.

This leader will shape the strategy and execution of a high-impact contact center operation that supports members navigating complex healthcare benefits. The role will partner closely with senior leadership and cross-functional teams to strengthen service performance, compliance, and the overall member experience. This position also owns the operating rhythms, governance, and continuous improvement efforts needed to scale efficiently in a regulated environment.

Location: Remote

Compensation: $180,000 – $200,000 annually

Responsibilities

• Serve as a strategic advisor to senior leadership on contact center strategy
• Develop and drive operational excellence aligned with the organization’s mission
• Lead cross-functional initiatives from concept to implementation
• Establish governance routines for service performance and compliance
• Monitor operational risks and ensure adherence to regulatory standards
• Use data to evaluate performance and drive continuous improvement
• Directly manage and develop team members, fostering a culture of accountability

Qualifications

• 8-10 years of leadership experience in contact center or healthcare operations
• Proven track record in managing teams and developing talent
• Experience in scaling contact center capabilities in regulated environments
• Strong understanding of healthcare benefit navigation and compliance
• Exceptional communication and stakeholder management skills
• Ability to lead through ambiguity and manage complexity
• Bachelor's degree required; advanced degree or relevant certifications preferred

Benefits

• Paid family and parental leave
• Fertility and family building benefits
• Health, dental, vision, and life insurance options
• Free mental health and wellness support
• Paid time off including vacation and personal days
• Company equity and bonus program
• 401(k) plan with company match
• Access to legal and financial advice
• Learning and development programs
• Company social events and volunteer opportunities

Our client is an equal opportunity employer.