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

Ladders; United States; Remote; USD 181,000 - 200,000; Full time

Job summary

Ladders is seeking a Sr. Director of Retrieval Operations (Call Center & Workforce Operations) to lead a high-impact function. The role focuses on scaling provider outreach, improving productivity, and driving quality across a complex retrieval operation.

You will partner with Product and Engineering to modernize workflows, introduce automation, and translate goals into workforce plans. The ideal candidate has deep experience in call center operations, workforce management, and large-scale

Qualifications

• Bachelor's degree in business administration, operations, healthcare administration, finance, or technology.
• 10+ years in call center operations, workforce management, or healthcare operations.
• 7+ years of leadership directing senior managers or directors in complex ops.
• Experience with large-scale onshore/offshore call center operations or global outsourcing.

Responsibilities

• Develop and execute call center and workforce strategy across operations and partners.
• Lead global provider outreach performance, ensuring accountability for productivity and quality.
• Set outreach strategy utilizing agent-led and AI-enabled channels for maximum impact.
• Transform call center operations in collaboration with Product and Engineering teams.
• Own operational adoption of new tools, measuring their impact on retrieval yield and quality.
• Lead and develop call center leaders, fostering a culture of accountability and continuous improvement.
• Translate retrieval targets into actionable staffing and operational plans.

Skills

Call center ops

Workforce management

Leadership

Automation

Healthcare/payer ops

Provider outreach

Education

Bachelor's degree in business administration, operations, healthcare administration, finance, or technology

Job description

For our client, we are seeking a Sr. Director, Retrieval Operations (Call Center & Workforce Operations) to join the team of a leader in the Information Technology space.

This leader will oversee a high-impact operations function focused on scaling provider outreach, improving productivity, and driving quality across a complex retrieval operation. The role will partner closely with Product and Engineering to modernize workflows, introduce automation and AI-enabled capabilities, and strengthen the operational model. It will also translate retrieval goals into workforce plans and ensure the organization has the leadership, process discipline, and performance management needed to deliver results.

The ideal candidate will bring deep experience in call center operations, workforce management, and large-scale operational leadership, with exposure to healthcare-related retrieval or payer operations. This is a highly cross-functional role with responsibility for improving execution, accountability, and operational outcomes across internal teams and external partners.

Location: Remote

Compensation: $181,300 – $200,000 annually

Responsibilities

• Develop and execute call center and workforce strategy across operations and partners.
• Lead global provider outreach performance, ensuring accountability for productivity and quality.
• Set outreach strategy utilizing agent-led and AI-enabled channels for maximum impact.
• Transform call center operations in collaboration with Product and Engineering teams.
• Own operational adoption of new tools, measuring their impact on retrieval yield and quality.
• Lead and develop call center leaders, fostering a culture of accountability and continuous improvement.
• Translate retrieval targets into actionable staffing and operational plans.

Qualifications

• Bachelor's degree in business administration, operations, healthcare administration, finance, technology, or a related field; equivalent experience may be considered.
• 10+ years in call center operations, Workforce Management, capacity planning, or healthcare operations.
• 7+ years of leadership experience managing directors or senior managers in complex operations.
• Experience overseeing large-scale onshore and offshore call center operations or global outsourcing partnerships.
• Proven track record in call center transformation, particularly with automation or AI workflows.
• Healthcare industry experience, especially in medical-record retrieval or payer operations.
• Expertise in provider outreach, demand forecasting, and performance optimization.

Benefits

• Comprehensive total rewards strategy that supports high growth and high performance.
• Opportunities for professional development and career advancement.
• Health and wellness programs, including health screenings and vaccination requirements.
• Flexible work arrangements and potential for international travel.

Our client is an equal opportunity employer.