Senior Director, Contact Center Strategy & Operational Excellence (Healthcare)

Location: New York, New York; candidates must be based in the United States. Hybrid schedule with 3 days per week in the New York office.

Annual salary: $180,000–$200,000 for NYC-based applicants, plus potential bonus and equity.

Company

hirify.global provides fertility, family-building, women’s health, and related healthcare benefit solutions to employers, health plans, and benefit purchasers.

What you will do

• Develop and scale the contact center strategy, operating model, governance, and execution discipline across existing and emerging service lines.
• Build operational capabilities for health plan growth, hirify.global Select, expanded women’s health solutions, and other new business models.
• Lead cross-functional initiatives from concept through implementation, launch stabilization, and ongoing performance management.
• Establish governance, escalation paths, controls, reporting routines, and accountability across contact center and health plan operations.
• Use operational and performance data to identify gaps, provide executive recommendations, and drive continuous improvement.
• Manage, coach, and develop team members while leading adoption of new processes, technologies, service models, and ways of working.

Requirements

• 8–10 years of progressive leadership experience in contact center, healthcare operations, member services, health plan operations, benefit administration, or service delivery environments.
• Experience managing direct reports, including goal setting, coaching, performance reviews, talent development, and addressing performance gaps.
• Proven success building or scaling contact center capabilities, operating models, governance structures, and performance routines in high-growth, healthcare, benefits, or regulated environments.
• Experience leading operational readiness for new business models, product expansions, client implementations, health plan growth, fully insured or supplemental benefit offerings, or comparable enterprise initiatives.
• Deep understanding of contact center operations, healthcare benefit navigation, eligibility and activation workflows, member support models, KPIs, workforce dynamics, compliance, quality, reporting, and service delivery expectations.
• Strong cross-functional partnership experience with Compliance, Legal, Product, Technology, Analytics, Provider Operations, Client Success, Workforce Management, Training, Quality, and Clinical teams.
• Track record improving member experience, efficiency, quality, compliance, cost discipline, scalability, and operational performance.
• Strong analytical judgment, executive communication, stakeholder management, influence, and ability to lead through ambiguity and complexity.
• Bachelor’s degree required.
• Must be authorized to work in the United States without sponsorship, now or in the future.

Nice to have

• Advanced degree or certifications in Lean, Six Sigma, PMP, operational excellence, healthcare administration, or a related field.

Culture & Benefits

• Hybrid work with flex days and 3 days per week in the New York office; onsite meals and snacks for employees reporting to the office.
• Family, parental, fertility, adoption, menopause, midlife care, health, dental, vision, and life insurance benefits.
• Paid vacation, sick leave, personal days, summer flex time, mental health and wellness support, and a 401(k) with company match.
• Company equity, bonus program, learning and development programs, mentorship, legal and financial advice, and social impact activities.