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

Location: Remote - United States; travel up to 20% may be required, including international travel.

Salary: $181,300–$200,000 USD.

Company

hirify.global is a healthcare data collaboration platform providing secure, accessible, and actionable data solutions for providers, health plans, researchers, and life sciences organizations.

What you will do

• Develop and execute call center and Workforce Management strategy across onshore operations, offshore partners, provider outreach, and capacity planning.
• Lead provider outreach performance and establish accountability for productivity, retrieval outcomes, quality, service, compliance, and cost.
• Set outreach strategy across agent-led, AI-enabled, self-service, and other channels, directing agent capacity toward the highest-impact inventory and interactions.
• Lead call center transformation with Product and Engineering by automating manual work, improving agent workflows, and adopting new tools and technologies.
• Own demand forecasting, staffing, scheduling, utilization, productive-capacity management, operating plans, budgets, vendor spend, and cost-to-serve.
• Provide executive oversight of global outsourcing partnerships and collaborate with Operations, Product, Engineering, Finance, Client Success, Legal, Procurement, Compliance, and Technology.

Requirements

• Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field; equivalent relevant professional experience may substitute for the 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 leadership of 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 automation or AI-enabled workflows with measurable operational results.
• Healthcare industry experience, preferably in 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.
• Experience establishing integrated performance models, KPIs, SLAs, forecast-accuracy standards, vendor scorecards, governance practices, and corrective-action programs.
• Experience improving outreach efficiency, forecast accuracy, productive capacity, retrieval performance, vendor outcomes, and operating costs.
• Strong financial and analytical skills, including 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 with business-intelligence tools such as Snowflake, Sigma, or Power BI, plus call center, Workforce Management, quality, telephony, CRM, or omnichannel technologies.
• Executive presence, communication, change-leadership, and partnership skills, including 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.

Culture & Benefits

• Remote work from the United States.
• Full-time regular employment.
• High-performance culture focused on collaboration, accountability, continuous improvement, and inclusion.
• Health screenings and vaccination requirements may apply after an offer depending on client and state requirements.
• Reasonable accommodations are available for individuals with disabilities.

Hiring process

• Employment sponsorship is not available for this role.
• Post-offer health screenings and proof or completion of required vaccinations may be required.