Director Call Center Operations – Recipient Customer Service Job Lone Tree area,Colorado USA,Business

About the Role

Director, Recipient Customer Service—oversee a 100+ person contact center, deliver a seamless customer experience across order management, technical support, and revenue enablement, and own service performance outcomes. Based in Lone Tree, CO, you will partner cross‑functionally with Commercial, Reimbursement, Supply Chain, IT, and Quality to continuously improve customer and employee experiences.

Key Responsibilities

Operational Leadership & Results Delivery:
Own performance outcomes across service levels, quality, productivity, and customer satisfaction; drive achievement of KPIs through performance management, data‑driven decision‑making, and continuous improvement; maintain a strong ownership mindset and execute hard operational work.
Strategic Leadership & Business Partnership:
Serve as trusted advisor to regional and global leadership on customer service strategy; present regularly to senior executives on call center performance, insights, and risks; define and execute a multi‑year roadmap to scale operations with automation, AI, and process redesign; partner cross‑functionally to improve end‑to‑end customer experience.
Customer Service Operations & Contact Center Excellence:
Lead a multi‑channel contact center ensuring service levels, responsiveness and high‑quality interactions; own metrics such as ASA, SLAs, abandonment rate, first contact resolution, quality scores and CSAT; work with Workforce Management to optimize staffing, scheduling and forecasting; lead telephony and routing strategy and build operational discipline through data visibility.
Order Management & Revenue Enablement:
Guide intake through end‑to‑end customer service for order management, including insurance and self‑pay transactions; drive upgrade order growth, conversion and revenue realization; ensure accuracy, compliance and efficiency across order entry, verification and fulfillment; remove friction points impacting order cycle time.
Operational Excellence, Process & Technology Transformation:
Transform manual, fragmented processes to standardized, scalable workflows; evaluate and implement automation, AI, and self‑service capabilities; lead continuous improvement initiatives using Lean or similar methodologies; partner with IT and Digital teams to enhance Salesforce, knowledge management and workflow tools; establish scalable infrastructure for data‑driven decision making.
People Leadership & Culture:
Lead, coach, and develop people leaders and frontline teams; build a high‑performance, high‑accountability culture; reinforce ownership, accountability and disciplined execution; provide hiring, development, succession planning and performance management.
Performance Management & Analytics:
Establish and refine KPIs, dashboards and reporting frameworks aligned to business outcomes; use data to proactively identify trends, risks and improvement opportunities; drive root‑cause analysis and corrective actions; ensure consistency in quality monitoring, coaching and calibration processes.
Customer Experience & Continuous Improvement:
Lead initiatives to reduce customer effort and improve ease of doing business; incorporate customer feedback into process, policy and service design improvements; champion a customer‑first mindset across all interactions and decisions.

Key Requirements

Bachelor’s degree required;
Master’s degree preferred.
10+ years of progressive leadership experience in customer service, call center or operations environments, with direct team leadership.
Proven experience leading large‑scale contact center operations (50+ agents; 100+ preferred).
Expertise in call center performance metrics, workforce management and service level delivery.
Demonstrated success driving operational transformation, process improvement and technology adoption (AI/automation preferred).
Experience managing order management operations and/or revenue‑supporting service functions.
Strong executive presence with ability to communicate complex operational topics to senior leaders.
Ability to build high‑performing teams, coach leaders and drive accountability.
Experience in regulated environments (healthcare, medical device,…