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

The Senior 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 Senior Director 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 to transform the call center into a more 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 other outreach channels.

This role serves as a trusted advisor to executive leadership and partners across Payer Operations, Product, Engineering, Finance, Client Success, and other functions to shape strategy, resolve barriers, and deliver change.

You will:

• 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.
• Establish an integrated performance model across onshore and offshore operations, with consistent KPIs, productivity expectations, governance, and accountability that account for differences in cost and operating model.
• 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.

What you will bring to the table:

• Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field from an accredited institution; equivalent relevant professional experience may be considered in lieu of a degree.
• 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 seven 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 an operating strategy and leading call center transformation, including adoption of automation or AI-enabled workflows with measurable operational results.
• Healthcare industry experience, preferably within medical-record retrieval, payer operations, health information management, or another regulated environment.
• 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.