Aspen Dental Management, Inc. (ADMI) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting 18,000 healthcare professionals and team members at more than 1,100 health and wellness offices across 46 states in three distinct categories: Dental care, urgent care, and medical aesthetics. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. ADMI provides a comprehensive suite of centralized business support services that power the impact of four consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, and Chapter Aesthetic Studio. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. Combined, the companies serve more than 30,000 patients a day and more than 8 million patients each year.

As a reflection of our continued growth, we have an exciting opportunity to join our team as the Director of Contact Center Operations.

The Director of Contact Center Operations will be the strategic thought partner and leader overseeing Aspen Dental's scheduling operations for a 350-person inbound and outbound scheduling contact center. This leader will demonstrate strategic vision and operational excellence to meet strategic goals in a fast-paced, high-growth environment.

The Director’s success is measured by the organization’s ability to provide a high-quality patient experience while meeting Service Level Agreements (SLA), improving call performance, improving resource efficiency, and adapting new proven technologies to increase efficiency and achievement of metrics. In addition, this role actively contributes to the overall company operational targets and daily business decisions.

The Director of Contact Center Operations executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Job Duties and Responsibilities:

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call by

• Oversee executional aspects of patient schedule management including setting SLAs, building effective processes leading to positive outcomes, and providing input on strategic updates

• Direct and manage a team that includes Sr. Managers, Managers, Supervisors, Scheduling Center Agents, and other Scheduling Center personnel

• Partner with WFM to provide recommendations on forecasting, staffing, hours of operation, and headcount with the goal of appropriate sales and service team coverage to hit SLAs and KPIs

• Collaborate with IT to ensure smooth operational processes and procedures and ability to successfully serve patients during all operating hours

• Oversee Outbound and inbound call strategy including staffing, call prioritization, and efficacy to meet or exceed goals KPI

• Lead and participate on cross-functional teams which address strategic and business project with significant complexity and risk such as cost saving measure, efficiencies, regulatory and contractual requirements

• Actively oversees the hiring process for new team members

• Partner with Learning & Development to develop function-specific orientation and training programs for Scheduling Center Agents

• Formulate policies and procedures that guide the Scheduling Center operations team and leads to efficient and effective performance

• Ensure compliance with regulatory guidelines (HIPAA and Privacy Act) and standards and other quality assurance programs

Minimum Qualifications:

• Bachelor’s degree

• MBA preferred

• 7+ years of progressive advancement in strategy development and contact center operations management, strategy consulting experience a plus

• Proven strength visualizing and leading strategic change. Ability to identify issues and opportunities, structure solutions, shape analyses, provide strategic recommendations, and drive execution

• Strategic and analytical thinker with experience building strong systems and processes and precision in execution

• Experience with analytically heavy operations projects

• Proven track record managing people to achieve their highest potential

• Strong problem-solving, critical thinking, creativity, and business acumen

• Self-starter with the ability to drive projects with minimal oversight

• Comfort with and excitement for building new things