Contact Center Integration Principal

🕒 Maio 6

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CenterWell Senior Primary Care

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

⚕️ Seguro de Saúde

Healthcare Insurance

A CenterWell Senior Primary Care é um provedor de saúde focado em oferecer cuidados primários personalizados para idosos. A empresa enfatiza uma abordagem abrangente e holística para os cuidados de saúde, atendendo às necessidades físicas, sociais e emocionais dos idosos. Como parte de seus serviços, a CenterWell inclui assistência domiciliar e suporte farmacêutico para complementar seus cuidados primários para idosos. A organização está comprometida em oferecer estabilidade, benefícios inclusivos e oportunidades de crescimento profissional para seus colaboradores, mantendo uma cultura de respeito mútuo e atenção plena. A CenterWell é uma marca sob o grande grupo de saúde, Humana.

Descrição

• Develop and maintain a multi-year contact center integration roadmap, including technology modernization and operating model evolution • Identify, size, and prioritize high-value integration opportunities across CenterWell contact centers • Serve as a thought partner to senior business unit leaders and enterprise executives, pushing strategic thinking and supporting future-state design • Prepare strategic recommendations and decision-support materials for leadership forums and steering committees, ensuring alignment at the highest levels • Lead end-to-end execution of integration initiatives, including planning, milestone tracking, and risk management • Design and facilitate governance frameworks and decision-making processes to support future-state integration • Own transformation deliverables such as roadmaps, dashboards, and executive-level presentations, ensuring clarity for senior stakeholders • Provide regular progress updates and risk assessments to senior leadership and executive sponsors, while translating implications for frontline operating teams • Facilitate collaboration across business units and enterprise teams, connecting dots between initiatives and resolving interdependencies • Embed within BU operations to gain deep understanding of workflows and support transformation efforts • Serve as the primary liaison with the Enterprise Contact Center CoE, ensuring two-way communication and alignment between executives and operational teams

🎯 Requisitos

• Bachelor’s degree in Business, Operations, or related field • 8+ years of experience in strategic operations, program management, or contact center leadership roles • Exceptional communication and influence skills, with experience engaging both senior executives and front-line operators • Demonstrated ability to lead cross-functional initiatives in a highly matrixed environment • Deep expertise in contact center workflows, technology platforms, and customer experience drivers • Strong business acumen and analytical skills, with experience developing business cases and interpreting operational data • Demonstrated success in managing large-scale transformation programs and delivering measurable results • Comfortable navigating ambiguity and balancing competing priorities in a dynamic environment

🏖️ Benefícios

• medical, dental and vision benefits • 401(k) retirement savings plan • time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave) • short-term and long-term disability • life insurance and many other opportunities