Director Call Center Operations

Responsibilities

• Lead a 100+ FTE contact center responsible for order management, technical support, and revenue enablement.
• Own key performance outcomes including service levels, quality, productivity, and customer satisfaction (ASA, SLAs, FCR).
• Drive strategic transformation by modernizing service models through automation, AI, and process simplification.
• Partner cross-functionally with Commercial, Reimbursement, Supply Chain, IT, and Quality teams.
• Present operational performance, customer insights, and risk assessments to senior executives.
• Build and coach a high-performance culture grounded in accountability, transparency, and empathy.
• Manage end-to-end order management operations, including insurance and self-pay transactions.

Requirements

• Bachelor's degree required (Master's degree preferred).
• 10+ years of progressive leadership experience in customer service, call center, or operations environments.
• Proven experience leading large-scale contact center operations (50+ agents minimum; 100+ preferred).
• Expertise in call center performance metrics, workforce management, and service level delivery.
• Demonstrated success in driving operational transformation and technology adoption.
• Experience in regulated environments such as healthcare, medical devices, or insurance-related services.
• Strong executive presence and ability to communicate complex operational topics to senior leadership.
• High emotional intelligence (EQ) with the ability to lead through change and ambiguity.

Preferred Qualifications

• Experience with Lean Six Sigma or other process improvement methodologies.
• Experience implementing AI and automation within a contact center environment.
• Strong background in process design and governance to scale operations in complex environments.

Benefits

• Competitive salary range of $165,000 - $185,000 plus a 20% annual bonus opportunity.
• Comprehensive medical, dental, vision, life, and disability insurance.
• 401(K) matching with immediate vesting.
• Paid Time Off, maternity/paternity leave, and tuition reimbursement.
• Employee Stock Purchase Plan and pet insurance.

About the Company

Cochlear is the global leader in implantable hearing solutions. Our mission is to help people hear and be heard, empowering them to connect with others and live full lives. We are a recognized brand in hearing healthcare, dedicated to innovation and improving the lives of our customers worldwide.