Senior Director, Global Retrieval Operations & Automation

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

Job summary

Swooped is looking for a Sr. Director, Retrieval Operations to lead in-house and global outreach, workforce management, and capacity planning across Payer Retrieval Operations.

This full-time role is based in the United States and directs call center and workforce leadership to drive productivity, quality, and cost efficiency. You will champion automation and AI-powered workflows, partner with Product and Engineering, and influence executive leadership across Operations, Finance, and Technology

Qualifications

• Bachelor's degree or equivalent professional experience.
• 10+ years in call center operations, workforce management, capacity planning, or related.
• 7+ years leading directors/senior managers of complex operations.
• Experience with automation/AI-enabled workflows and performance improvement.
• Healthcare industry experience preferred.

Responsibilities

• Develop and execute call center and workforce strategy across onshore/offshore operations.
• Lead provider outreach performance with accountability for productivity, quality, and cost.
• Direct outreach channels including agent-led and AI-enabled approaches.
• Drive call center transformation with Product and Engineering, expanding automation and self-service.
• Oversee forecasting, staffing, and capacity management to meet SLAs and client commitments.
• Build and mentor call center and Workforce Management leaders, fostering accountability.

Skills

Operations leadership

Workforce management

Capacity planning

Vendor management

Healthcare operations

Automation/AI adoption

BI tools

Executive communication

Travel up to 20%

US work authorization

Education

Bachelor's degree in business/related field

Tools

Snowflake

Sigma

Power BI

Job description

Swooped is looking for a Sr. Director, Retrieval Operations to lead in-house and global outreach, workforce management, and capacity planning across Payer Retrieval Operations.

This full-time role is based in the United States and directs call center and workforce leadership to drive productivity, quality, and cost efficiency. You will champion automation and AI-powered workflows, partner with Product and Engineering, and influence executive leadership across Operations, Finance, and Technology