Senior Director of Customer Experience Operations

6 days ago


Springfield, Illinois, United States Aspen Dental Full time

The Aspen Group, a leading retail healthcare business support organization, is seeking a highly skilled Senior Director of Customer Experience Operations to join its team. As one of the largest and most trusted organizations in the U.S., with over 20,000 healthcare professionals and team members across 48 states, The Aspen Group provides comprehensive centralized business support services to power the impact of its five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and AZPetVet.

With a strong commitment to delivering high-quality consumer healthcare experiences at scale, The Aspen Group serves over 30,000 patients daily and more than 8 million patients each year. In this role, you will lead the development of the call center strategy and operations, providing leadership to the call center team that performs the critical task of helping patients get the care they need.

This role requires a results-driven individual who can develop strategic initiatives and practical solutions to target long-term success. You will understand broad solutions to business goals and create a customer support strategy to achieve an updated value proposition for the customer experience, complementing other functional areas.

Key Responsibilities:

  • Work across the organization to develop best-in-class practices that support best-in-class results
  • Lead through continuous improvement to ensure optimal patient conversion and satisfaction
  • Create and manage department key performance indicators/metrics to ensure teams are focused on our purpose of helping patients get the care they need
  • Accountable for the implementation of optimal scheduling practices that match capacity to volume, anticipating volume volatility and adjusting as needed to achieve exceptional service levels
  • Develop the service and sales practices required to meet the high expectations of the organization
  • Develop a strong sustainable team by attracting, developing, rewarding, and retaining talent
  • Motivate remote workforces by exemplifying the company vision, mission, values, and culture
  • Direct the development of technical and sales training, including new hire onboarding, to ensure team positioning for success
  • Forecast department staffing needs and manage staffing levels, focusing on developing and retaining strong talent
  • Focus on continuous improvement and evolution of appropriate scorecards, dashboards, and other measures that drive successful call center operations
  • Use data to identify emerging internal and external business trends and develop short-term and long-term strategies to ensure continued success
  • Influence the organization when creating opportunities for better patient/customer engagement
  • Identify strategic opportunities for adding efficiencies and cost-effective customer support solutions
  • Develop and manage relationships with external business partners
  • Develop and manage the department budget
  • Analyze Profit and Loss statements and recommend changes in course of action
  • Assess the latest technology, vendors, tools, and other trends and make strategic recommendations for implementation
  • Working knowledge of quality systems and technology that drives efficiency, productivity, and cost-effectiveness

Requirements:

  • Bachelor's degree; Master's preferred
  • 15+ years of contact center experience
  • 5+ years in contact center executive leadership experience
  • Extensive experience in CCaaS solutions such as NICE CXone, RingCentral, Five9, etc.
  • Extensive knowledge of operational processes within an omni-channel environment
  • Significant experience in driving change management and influencing organizational culture and outcomes with a dispersed remote workforce
  • C-Suite level presentation experience
  • Extensive experience building, leading, retaining, and engaging successful teams
  • Demonstrated conceptual, analytical, and strategic thinking capabilities

Estimated Salary: $120,000 - $180,000 per annum, depending on experience. Located in the United States, this role offers a competitive salary, comprehensive benefits package, and opportunities for growth and professional development.


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