Senior Director, Global Retrieval Operations

Datavant; United States; On-site; USD 181,000 - 200,000; Full time

Job summary

Datavant is seeking a Senior Director of Retrieval Operations to lead the call center, Workforce Management, and capacity planning across onshore and offshore partners. The role drives the outreach strategy across human agents and AI-enabled channels, aiming to improve retrieval outcomes, quality, and cost efficiency.

You will partner with Product, Engineering, Finance, and Client Success to transform operations, scale automation, and deliver measurable improvements in productivity and service

Qualifications

• 10+ years in call center operations, Workforce Management, or related field.
• 7+ years of people leadership overseeing directors, senior managers, or other leaders of complex operational functions.
• Experience with automation or AI-enabled workflows with measurable operational results.

Responsibilities

• Develop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning.
• Lead onshore and global provider outreach performance, establishing clear accountability for productivity, retrieval outcomes, quality, service, compliance, and cost.
• Set the outreach strategy across agent-led, AI-enabled, and other channels, directing human agent capacity toward the inventory and interactions where it can have the greatest impact.
• Lead call center transformation in partnership with Product and Engineering. Identify opportunities to automate manual work, improve agent workflows, and expand the effective use of AI, self-service, and workforce technologies.
• Own operational adoption of new tools and workflows, measuring their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve.
• Lead and develop call center and Workforce Management leaders, building a culture of accountability, coaching, collaboration, and continuous improvement.
• Translate retrieval targets and inventory demand into outreach volumes, staffing requirements, and weekly operating plans that support project pacing, SLAs, and client commitments.
• Own demand forecasting, scheduling, intra-week management, utilization, and plan-versus-actual capacity management. Identify gaps between required capacity, available staffing, and actual output, and drive timely corrective action.
• Establish forecasting and capacity-planning standards and governance, improving the accuracy of demand, staffing, and productive-capacity plans over time.
• Optimize provider outreach, staffing, scheduling, and workflows to improve contact effectiveness, retrieval yield, quality, service, and workforce efficiency.
• Provide executive oversight of global outsourcing partnerships, including capacity, vendor scorecards, governance, financial performance, risk, corrective actions, and continuous improvement.

Skills

Call center operations

Workforce Management

Capacity planning

Vendor management

Healthcare operations

Strategic leadership

Education

Bachelor's degree in business administration

Tools

Snowflake

Sigma

Power BI

Job description

Datavant is seeking a Senior Director of Retrieval Operations to lead the call center, Workforce Management, and capacity planning across onshore and offshore partners. The role drives the outreach strategy across human agents and AI-enabled channels, aiming to improve retrieval outcomes, quality, and cost efficiency.

You will partner with Product, Engineering, Finance, and Client Success to transform operations, scale automation, and deliver measurable improvements in productivity and service