SCAN · 14 hours ago
Director, Contact Center Specialty Operations
Long Beach, CA
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 high-impact specialty and digital components of the contact center service delivery ecosystem, overseeing diverse operations and ensuring high-quality service experiences for members.
Elder CareHealth CareHome Health CareMedical
Responsibilities
Vendor & Partner Oversight: 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
Omnichannel Strategy & Execution: Drive the development, strategy, and performance of digital and written service channels (chat, secure message, email, SMS), ensuring timely, accurate, and member-friendly interactions
Conversational AI & Virtual Agents: 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
Language-Access Pods: 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
In-Person Service Models: 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
Team Leadership: Build and guide high-performing, mission-driven teams while fostering a culture of continuous improvement, inclusivity, and service excellence
Analytics & Improvement: Use data and member feedback to identify pain points, refine workflows, and enhance member experiences across all specialty service touchpoints
Cross-Functional Collaboration: Partner with technology, digital, analytics, compliance, and clinical teams to integrate operations into enterprise-wide strategies supporting our evolving service ecosystem
We seek Rebels who are curious about AI and its power to transform how we operate and serve our members
Actively support the achievement of SCAN’s Vision and Goals
Other duties as assigned
Qualification
Required
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
Proven track record driving performance in omnichannel environments and/or virtual agent tools
Preferred
Bachelor's Degree in Business, Health Administration, or a related field; or equivalent experience preferred
Healthcare experience strongly preferred
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
Company data provided by crunchbase