POSITION SUMMARY:

The Vice President of Contact Center Operations leads and transforms a high-performing, centralized patient contact center that manages over 4.5 million calls annually and includes 300+ associates across scheduling, customer service, nurse triage, and switchboard functions. This role champions a patient-first philosophy while optimizing operational efficiency and excellence, technology modernization, and the delivery of a distinctive patient experience, ensuring alignment with Duly’s mission and strategic goals.The VP will thrive in structured, data-informed, and systems-oriented environment where long-range planning capability and precision execution to build sustainable operating systems will drive measurable business results and enhance the patient experience.

STRATEGIC DEVELOPMENT, ALIGNMENT, & EXPERIENCE LEADERSHIP

• Facilitate the strategic deployment of Duly Health and Care objectives across the contact center to enhance patient-centered culture and compassion.
• Build a contact center operating model that aligns with organizational strategy and drives consistent, sustainable business results.
• Collaborate with senior leadership, Human Resources, and physician leaders to assess and improve employee engagement, physician satisfaction, and patient experience outcomes.
• Design and manage feedback loops and metrics that measure the distinctive patient experience, identify improvement opportunities, and communicate performance to executive leaders and providers.
• Support practice-specific improvement efforts by providing data-driven insights and guidance to improve scheduling, communication, and service delivery.
  Qualifications:

QUALIFICATIONS:

• Bachelor’s degree required; Master’s degree (MBA, MHA, or related field) preferred
• 10+ years of progressive leadership experience in large-scale contact center or patient access operations, ideally within a healthcare system
• Proven success in managing multi-functional teams and high-volume service environments
• Experience implementing and optimizing contact center technologies (e.g., ACD/IVR, CRM, omnichannel platforms)
• Strong business acumen with ability to conduct ROI analyses, lead operational improvements, and drive strategic initiatives
• Demonstrated ability to lead change, build cross-functional alignment, and influence at all levels of the organization