Director of Customer Experience and Operations

1 week ago


Dallas, Texas, United States US Oncology Full time

About the Role

We are seeking a highly experienced and strategic Executive Director of Contact Center Operations to lead our call center and drive transformative technology initiatives. This role is crucial in shaping the patient experience and optimizing our operational efficiency.

Key Responsibilities:

  • Lead and optimize call center operations, ensuring exceptional customer service and efficient call handling
  • Develop strategies to improve key performance metrics such as Service Level Agreements, Average Handle Time, First Call Resolution, and Customer Satisfaction scores
  • Drive technology transformations, including Customer Relationship Management and telephony system implementations
  • Collaborate with cross-functional teams to identify and implement process improvements
  • Manage vendor relationships, overseeing performance and contract negotiations
  • Analyze call center data to identify trends and areas for improvement
  • Oversee the development and execution of training programs for call center staff
  • Foster a culture of continuous improvement and innovation
  • Collaborate with senior leadership on long-term strategic planning
  • Stay current with industry trends and emerging technologies in call center operations and patient experience

Qualifications:

  • Bachelor's degree in Business Administration, Healthcare Management, or related field (Master's preferred)
  • 10+ years of leadership experience in call center operations, preferably in healthcare
  • Strong understanding of call center technologies and CRM systems
  • Proven track record in leading transformative technology initiatives
  • Excellent leadership, interpersonal, and communication skills
  • Strong analytical and problem-solving abilities
  • Exceptional organizational and project management skills
  • Strategic mindset with ability to translate goals into actionable initiatives
  • Results-oriented with a focus on continuous improvement and innovation

About US Oncology

US Oncology is a leading provider of cancer care services, dedicated to delivering high-quality, high-touch, evidence-based cancer care to patients. Our mission is to help patients achieve "More breakthroughs. More victories." in their fight against cancer.

What We Offer:

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance

Equal Opportunity Employer

US Oncology is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.



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