Senior Director, Contact Center Strategy

Role Overview

• The Senior Director, Contact Center Strategy will support Poison Control, Member Support, and Client Support.
• The Senior Director guides Poison Control strategy with clear accountability for data governance, analysis, and performance insights, using data to drive continuous operational improvement in alignment with performance and strategic goals.
• The Senior Director collaborates with Member Support and Client Services leadership, providing strategic data support, evaluation, and shared insights to strengthen performance, consistency, and outcomes across all service lines.
• As a key member of the Contact Center Senior Leadership Team, this role provides strategic data analysis and actionable insights to support operational excellence, growth, and the achievement of organizational goals.
• The Senior Director leverages data analytics, historical performance data, and forward-thinking problem solving to drive continuous improvement.
• This role leads the development and execution of strategies that sustain performance, enhance efficiency, and support the long-term growth of the contact centers.

Requirements

• Proven experience organizing and influencing multiple teams and departments, building strong relationships, and motivating people to desired outcomes and multiple work environments
• Proven track record of developing and executing long-term growth strategies, strategic planning, and identifying new market opportunities
• Excellent verbal and written communication skills with experience presenting to leadership groups
• Expert ability to analyze market trends, financial reports, and complex datasets to guide departmental decisions
• Established ability to deliver results in a fast-paced environment
• Demonstrated enthusiasm for operating amidst complexity and change
• Proven ability to balance strategic thinking with driving measurable results and management excellence
• Demonstrated expertise in data-driven decision making and continuous improvement mindset to proactively evaluate data for early identification of potential trends and opportunities to improve.
• Strong knowledge of contact center operations, policies, and practices with a firm grasp of contact center data requirements and required analysis
• Excellent judgment and sense of personal responsibility, professionalism, including and the ability to use discretion and maintain confidentiality
• Excellent leadership, interpersonal, and team building skills
• Ability to build strong relationships and to influence and motivate people to desired outcomes
• Strong project management and execution skills with the ability to prioritize effectively and meet deadlines.
• Established after hours availability to support team members working 24/7/365.
• Availability for on-site attendance at meetings and trainings as requested.
• Ability and willingness to travel up to 20% of the time as needed, with regular reporting to our Champaign, IL office and occasional travel to other locations.
• Flexibility to work a variable schedule for training and leadership tasks.

Benefits

• Affordable health coverage , including medical, employer-paid dental, and optional vision coverage.
• Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, 10 company paid holidays, and paid personal time off that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field, and so much more.