SCAN · 3 months ago
Director, Contact Center Specialty Operations
Long Beach Office 3800
Full-time
Hybrid
Director/Executive
$148K/yr - $214K/yr
7+ years expSCAN is a nonprofit health organization dedicated to improving care for older adults. The Director of Contact Center Specialty Operations is responsible for managing specialty operations within the contact center, overseeing vendor relationships and ensuring high-quality service delivery across various channels.
Elder CareHealth CareHome Health CareMedical
Responsibilities
Establish governance and manage relationships with BPO vendors to ensure performance, quality, and compliance with SLAs and regulatory standards
Develop and drive strategies for assessing and improving vendor performance to support efficient, member-focused service delivery
Drive the development, strategy, and performance of digital and written service channels (chat, secure message, email, SMS), ensuring timely, accurate, and member-friendly interactions
Oversee the strategy, architecture, and optimization of virtual agent and chatbot capabilities, collaborating with product and IT teams to expand self-service solutions and enhance the overall member experience
Lead specialty teams (pods) delivering culturally and linguistically appropriate services for members who speak languages other than English and Spanish
Oversee the operating model and performance standards for these multilingual service environments
Lead the strategy and operations of in-person service delivery channels—such as member centers or pop-up sites—with a focus on accessibility, personalization, and community engagement
Build and guide high-performing, mission-driven teams while fostering a culture of continuous improvement, inclusivity, and service excellence
Use data and member feedback to identify pain points, refine workflows, and enhance member experiences across all specialty service touchpoints
Partner with technology, digital, analytics, compliance, and clinical teams to integrate operations into enterprise-wide strategies supporting our evolving service ecosystem
Actively support the achievement of SCAN’s Vision and Goals
Other duties as assigned
Qualification
Required
Bachelor's Degree in Business, Health Administration, or a related field; or equivalent experience preferred
7–10 years of leadership experience in contact center or service operations, with direct oversight of specialty or non-call center functions
Experience managing BPO or vendor operations in a regulated environment (healthcare experience strongly preferred)
Proven track record driving performance in omnichannel environments and/or virtual agent tools
Benefits
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
Robust employee recognition program
Tuition reimbursement
Company
SCAN
About SCAN Keeping Seniors Healthy and Independent–that’s been our mission for more than 40 years.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Lyn Amor Macaraeg
CVP Chief of Staff & Strategic Advisor to the CEO
Sachin H. Jain, MD, MBA
President and CEO, Board Director
Recent News
2025-12-26
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