Director Language Access Operations & Command Center

11604 Enterprise Corporate - Language Services

Full time

Yes

40

Remote Supporting Language Access Enterprise

Standard business hours:
Monday-Friday 8am-5pm, occasional weekends or travel.

$59.00 - $88.50

Lead Command Center / Control Tower operations and client services across all enterprise regions.

Oversee the Manager, LS Teammate Ops & Interpreter Scheduling and Manager, Dispatch, Appointment Scheduling, Ops Workflows & Processes.

Develop and manage 3-4 managers through coaching, mentoring, performance management, and succession planning.

Drive command center KPIs and SLAs including response times, fill rates, and service level compliance.

Coordinate multi-state virtual operations for centralized interpreter dispatch and scheduling.

Oversee technology platforms including systems management, digital enablement tools, and telephony/VRI infrastructure.

Set strategic direction for centralized operations aligned with enterprise goals.

Drive enterprise initiatives for operational excellence, technology modernization, and process optimization.

Manage data integration, reporting, and analytics to drive data-informed operational decisions.

Oversee credentialing, compliance tracking, and interpreter onboarding processes.

Oversee operational workflows and processes for dispatch, appointment scheduling, and workforce management.

Coordinate with Geographic Directors on interpreter coverage, scheduling, and operational alignment.

Manage P&L accountability including budget development, technology investments, and contract negotiation.

Build strategic partnerships with IT, clinical leadership, and technology vendors.

Drive technology roadmap and innovation initiatives for language services platforms.

Ensure compliance with regulatory requirements and organizational standards for contact center operations.

Report enterprise-level results to AVP leadership and represent Control Tower in executive forums.

Sponsor change programs for technology implementations and operational transformation.

Healthcare leadership certification preferred. Technology or operations management certifications valued.

Bachelor's degree required;
Master's degree preferred.

Typically requires 7+ years of language services, healthcare operations, or contact center management experience plus 4 years of management experience.

Strategic leadership skills for directing centralized command center and multi-state virtual operations.

Experience with contact center operations including KPI management, SLA compliance, and workforce optimization.

Technology strategy skills including platform management, digital enablement, and infrastructure oversight.

Multi-region operational coordination skills with ability to align centralized and regional operations.

P&L accountability experience including budget management, technology investments, and vendor contracts.

Data-driven decision-making skills with experience managing analytics, dashboards, and reporting.

Change leadership skills for technology implementations and operational transformation.

Executive communication and presence for reporting to senior leadership.

Knowledge of contact center technologies including telephony, VRI/OPI, and scheduling platforms.

Talent development skills including manager coaching, mentoring, and succession planning.

Vendor management skills for technology partnerships and service delivery agreements.

Quality strategy and compliance oversight experience for contact center operations.

Work requires use of telephone/computer and sitting for prolonged periods of time. Walking, standing, lifting, bending, reaching, stooping, pushing, and pulling are required a moderate amount of the time. May lift and carry up to 40 pounds on an intermittent basis. Must demonstrate the ability to communicate with individuals and groups effectively. Must possess critical thinking, emotional intelligence, and the ability to concentrate.

Must be able to work with high volume of activities/projects with short deadlines. Work is hybrid and requires the flexibility of working from home office as well as other Advocate Health work locations as required by services provided.

Master's degree in healthcare administration, business administration, or…