Senior Director Clinical Contact Center Operations

About the Role

Labcorp is seeking a Senior Director, Clinical Contact Center Operations to lead strategic transformation and operations of our Clinical Contact Center for Outbound and White Glove Service. Our strategic priorities are to deliver delightful customer experiences, empowered employee experiences, trusted internal partnership, and significant business impact.

We are undergoing significant transformation across our processes and technology, and we need a strong, strategic, and transformative leader with a proven track record of building high-performing teams. In this role, you will lead people and processes to drive continuous improvement of the customer experience—serving as a player-coach to managers, advancing customer satisfaction, and creating a culture of trust, innovation, and excellence. This role typically has 5–8 manager-level direct reports, with a span of responsibility covering approximately 400-700 employees.

Duties and Responsibilities

• Develop strategies aimed at enhancing customer satisfaction, empowering employees, and developing trust strategic partnership with internal stakeholders.
• Lead cost structure reviews—developing plans and modeling; outline budget needs, using efficiencies to reinvest in organizational capabilities.
• Derive insights from available data to drive improved customer experience and employee efficiency and accountability at all levels.
• Collaborate on technology transformations with appropriate stakeholders, ensuring seamless transitions.
• Create a culture of coaching, trust, innovation, continuous improvement, and excellence.
• Establish key KPI targets and design plans to mitigate performance gaps.
• Ensure process standardization guidelines are implemented and utilized across teams, balancing compliance and efficiency requirements with customer needs.
• Collaborate with internal stakeholders on customer concerns and opportunities, driving customer satisfaction and loyalty.
• Partner and lead across internal teams to align efforts and drive organizational objectives forward.

Minimum Education and Experience Required

• Bachelor's degree
• 5 or more years of management experience in an operational setting, managing large teams of staff.
• 5 or more years of people leadership and people management.
• 3 or more years of experience with contact center platforms.

Preferred Qualifications

• Bachelor's degree in medical lab science, business, data analytics, or finance.
• 8 or more years of management experience in an operational setting, managing large teams of staff.
• 5 or more years of experience in contact centers and advanced knowledge of a healthcare laboratory setting and process flow.
• Certification in Lean/Six Sigma principles or project management.
• 5 or more years of experience in strategic planning and performance management.

Additional Job Standards

• Operations Management: Skilled in process operation principles.
• Business Acumen: Knowledge of business and management principles involved in strategic planning, modeling, and resource allocation.
• Leadership: Ability to motivate toward a shared vision, lead managerial staff, delegate effectively, and foster a collaborative working environment.
• Communication: Strong verbal and written communication skills applicable to all levels. Excellent communication and interpersonal abilities; able to create messaging via a variety of methods that effectively conveys content.
• Customer Focus: Commitment to providing excellent customer service through people, process, and technology.
• Problem-Solving: Mindset focused on root cause and prevention.
• Decision-Making: Expectation to make decisions based on available information, considering risks and evaluating against higher-level knowledge.
• Organizational Skills: Proficiency in managing multiple competing tasks, prioritizing duties for self and teams, and maintaining organization in a dynamic environment.
• Adaptability: Adapt to changes in customer needs and business strategies; modify directives as necessary.
• Negotiation Skills: Skill in negotiating with internal and external stakeholders to find the best resolution.
• Analytical Skills: Ability to consume data, understand trends, and make data-driven decisions.
• Financial Skills: Ability to manage budgets and meet cost requirements.
• Technology Proficiency: Familiarity with customer service platforms and data analysis tools. Proficient with PowerPoint, Word, and Excel and basic generative AI models.