VP, Conversational Access Operations
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Job Description
Vice President responsible for leading the Ascension Contact Center operations and enhancing consumer access. Overseeing a distributed workforce and optimizing performance through technology.
Responsibilities:
- Responsible for sustaining the operating culture of the contact center and evolves the operating model with modern tools and capabilities that enhance the experience for both consumers and team members.
- Provide strategic leadership to build and sustain a high-performing, mission-aligned team across a large 700+ distributed workforce by championing a strong culture of engagement and service excellence.
- Drive appointment growth and performance by optimizing volume, mix, and conversion.
- Ensure a resilient, high-performing operation by maintaining readiness for disruptions, deliver core KPIs.
- Drive the adoption of AI and automation to streamline workflows and reduce manual effort.
Requirements:
- Bachelor's degree required
- Master's degree preferred
- 15+ years leading large-scale consumer operations with a strong blend of people leadership and technology enablement
- 5 years of leadership or management experience preferred
- Inspirational servant leader who builds followership and holds others accountable with clarity and respect
- Demonstrated ability to inspire and retain a distributed/remote workforce of 500+ FTEs
- Technologically fluent: understands AI and automation well enough to make sound decisions about where and when to deploy
- Track record of introducing technology and process improvements within complex operating environments without disrupting stability
- Experience managing $40M+ operating budgets with strong financial acumen
- Healthcare experience strongly preferred; familiarity with EHR-integrated scheduling environments is a plus.
Benefits:
- Paid time off (PTO)
- Various health insurance options & wellness plans
- Retirement benefits including employer match plans
- Long-term & short-term disability
- Employee assistance programs (EAP)
- Parental leave & adoption assistance
- Tuition reimbursement
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