Senior Director, Customer Services Operations
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Job Description
Senior Director managing pharmacy customer service operations in highly regulated markets. Overseeing strategy, performance, and transformation ensuring compliance and service excellence.
Responsibilities:
- Accountable for the strategy, performance, and transformation of pharmacy customer service operations supporting highly regulated lines of business
- Lead complex contact center operations and ensure the delivery of compliant, high‑quality, and differentiated service experiences for clients and members
- Translate regulatory, client, and market requirements into scalable operating models that balance compliance, service excellence, and operational efficiency
- Serve as an accountable executive partner to Account Management, Compliance, Legal, Product, and Technology leaders
- Define and execute the multi‑year contact center strategy aligned to enterprise goals within Regulated Markets and Federal Services lines of business
- Partner with Compliance, Legal, HR, and Audit to ensure readiness and transparency
- Design and evolve scalable operating models across channels, sites, and lines of business
- Use data and analytics to identify trends, risks, and opportunities, in service to improved employee and customer experiences
- Communicate performance insights and recommendations clearly to executive audiences
Requirements:
- Bachelor’s degree or equivalent experience
- 12+ years of progressive leadership experience in global contact center, customer operations, or service delivery
- 7+ years leading senior leaders (Directors or equivalent)
- Proven success leading large, complex operations and enterprise transformation initiatives
- Multi‑site, virtual, or omni‑channel contact center leadership experience
- Executive presence with strong written and verbal communication skills and the ability to influence decision‑making across a matrixed enterprise
- Strong analytical judgment and decision‑making capability in ambiguous, high‑risk, and high‑visibility environments
- Experience partnering closely with and influencing technology, digital, and analytics teams
- Strong financial acumen, including budget ownership, cost optimization, forecasting, and business case development.
Benefits:
- Medical, vision, dental, and well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
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