Sr. Director, Retrieval Operations (Call Center & Workforce Operations)

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

The Sr. Director, Retrieval Operations (Call Center & Workforce Operations) provides strategic leadership for in-house and global provider outreach operations, Workforce Management, and capacity planning across Payer Retrieval Operations. This leader develops and executes the operating strategy, aligning resources with retrieval demand and holding internal teams and global partners accountable for productivity, quality, service, cost, and compliance.

The role leads call center and Workforce Management leaders, establishes consistent performance standards, and uses operational and financial insights to improve retrieval outcomes, workforce efficiency, vendor performance, and cost-to-serve. A central mandate is transforming the call center into a scalable, technology-enabled operation by determining where agent-led outreach adds the most value and partnering with Product and Engineering to expand effective use of automation, AI, and alternative outreach channels. Additionally, this leader serves as an advisor to executive leadership and collaborates across Operations, Product, Engineering, Finance, Client Success, and other functions to shape strategy, resolve barriers, and deliver change.

This is a full-time position based in the United States.

Key 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 delivers the greatest impact.
• Lead call center transformation in partnership with Product and Engineering, identifying opportunities to automate manual work, improve agent workflows, and expand 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, cultivating 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, identifying gaps between required capacity, available staffing, and actual output to drive timely corrective action.
• Establish forecasting and capacity-planning standards and governance to improve 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.
• Establish an integrated performance model across onshore and offshore operations, with consistent KPIs, productivity expectations, governance, and accountability aligned with differing costs and operating models.
• Manage operating plans, budgets, vendor spend, unit economics, and cost-to-serve, balancing retrieval goals with service, quality, compliance, capacity, and cost.
• Advise executive leadership and partner across Operations, Product, Engineering, Finance, Client Success, Legal, Procurement, Compliance, and Technology to resolve barriers, manage risk, and advance strategic priorities.
• Lead organizational change and establish standardized, scalable practices across geographically and culturally diverse teams.

Required Qualifications

• Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field from an accredited institution, or equivalent relevant professional experience.
• At least 10 years of progressive experience in call center operations, Workforce Management, capacity planning, vendor management, healthcare operations, or a related field.
• At least 7 years of people-leadership experience, including experience leading directors, senior managers, or other leaders of complex operational functions.
• Senior leadership experience overseeing large-scale onshore and offshore call center operations or global business process outsourcing partnerships.
• Demonstrated success setting operating strategy and leading call center transformation, including adoption of automation or AI-enabled workflows with measurable operational results.
• Healthcare industry experience.
• Deep expertise in provider outreach, demand forecasting, capacity planning, staffing, scheduling, utilization, productive-capacity management, quality assurance, and performance optimization.
• Demonstrated success establishing integrated performance models, KPIs, SLAs, forecast-accuracy standards, vendor scorecards, governance practices, and corrective-action programs.
• Proven ability to improve outreach efficiency, forecast accuracy, productive capacity, retrieval performance, vendor outcomes, and operating costs.
• Strong financial and analytical acumen, including experience with unit economics, cost-to-serve, budgets, vendor spend, business cases, and plan-versus-actual performance.
• Experience leading strategic vendor relationships, including contract and performance negotiations, executive business reviews, risk management, and improvement planning.
• Experience using business intelligence tools such as Snowflake, Sigma, or Power BI, along with call center, Workforce Management, quality, telephony, CRM, or omnichannel technologies.
• Executive presence and strong communication, change-leadership, and partnership skills, with the ability to influence senior leaders and translate complex operational and financial insights into action.
• Ability and willingness to travel up to 20%, including international travel.
• Authorization to work in the United States without employment sponsorship; this position is not eligible for employment sponsorship.

Preferred Qualifications

• Healthcare experience within medical-record retrieval, payer operations, health information management, or another regulated environment.

Compensation and Employment Terms

• Estimated total cash compensation range: $181,300—$200,000 USD.
• Individual compensation rates within the range may differ based on level, responsibilities, skills, and experience.
• To ensure the safety of patients and staff, post-offer health screenings and proof and/or completion of various vaccinations (such as the flu shot, Tdap, COVID-19, etc.) may be required by clients. Requests for exemptions will be reviewed on a case-by-case basis. Depending on the state of work, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, or religion.

Equal Opportunity and Accommodations

The hiring organization is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. The organization does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.

Reasonable accommodations are available for individuals with physical and mental disabilities throughout the application and employment process. Accommodations are reviewed and determined on a case-by-case basis.