[Hiring] Senior Director, Contact Center @Alzheimer's Association®

Role Description

The Senior Director, Contact Center, provides strategic leadership and ensures operational excellence for the Association’s 24/7 Helpline, which supports people living with dementia, care partners, and families around the clock. The Senior Director is responsible for overall operations, staffing, clinical oversight, and technology to ensure high-quality results and exceptional experience for Association constituents.

Essential functions and responsibilities include, but are not limited to:

• Provide strategic leadership and planning for a 24/7 Contact Center of 120+ employees, focusing on continuous growth, process improvement, and innovation.
• Own and lead execution of the Contact Center’s 3–5 year technology roadmap, including the expansion of AI capabilities.
• Lead staff and managers through organizational change, ensuring support and engagement.
• Manage the team to ensure outstanding service delivery, measured by quality monitoring, service level, and other productivity measures.
• Partner with IT, vendors, and other departments to evaluate and optimize contact center and AI technology.
• Ensure an effective quality assurance plan and responsible AI oversight.
• Ensure high-quality, constituent-focused service for people contacting the Helpline 24/7.
• Communicate vision and innovation to staff, executive leadership, and stakeholders.
• Develop and manage budgets totaling $8+ million, balancing service quality with effectiveness.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree or higher required; master’s degree preferred.
• 10+ years of experience in a contact center, including 5+ years in senior leadership of a large, complex operation.
• Demonstrated experience leading or significantly contributing to the implementation of AI, automation, or conversational technology.
• Preferred: experience in a 24/7 operation and in a healthcare, nonprofit, helpline, or crisis/clinical support setting.

Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to work for extended periods at a computer and participate in virtual and in-person meetings.
• Must be able to lift up to 10 pounds at times.
• Must be able to push/pull to 10 pounds.
• Ability and willingness to travel up to 10%, as needed.

Benefits

• Comprehensive benefits package, including medical, dental, vision, and flex accounts.
• Short and long-term disability, life insurance, long term care insurance.
• Tuition reimbursement and generous Paid Time Off.
• 12 annual holidays and Paid Family Leave.
• Annual Cultural & Heritage Day and Volunteer Day of their choosing.
• Gold standard 401(k) retirement plan.
• Full-time employees (37.5 hours/week) will enjoy additional benefits, including an annual School Visitation Day and an Elder Care Facility Day.