Director, Provider Intake Contact Center

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PPLSI

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5001 - 10000 employees

We create services that protect and empower people. Our vision is to build a better world where access to justice and security is equal for every human — regardless of gender, race, orientation, education, social status, or personal wealth. PPLSI enables everyone to pursue their life – to worry less and live more – without the fear that a legal or privacy issue might bring it all crashing down.

📋 Description

• Provides strategic and operational leadership for LegalShield's Member Intake Services organization • Responsible for establishing the vision, strategy, governance, and operational excellence of a high-volume, omnichannel contact center • Develops scalable operating models, establishes performance standards, and ensures operational execution aligns with organizational priorities • Monitors key operational and member experience metrics, including service levels, response times, and quality scores • Partners with cross-functional teams to support strategic initiatives and improve operational effectiveness • Provides executive leadership for business transformation initiatives • Builds and develops a high-performing leadership team while fostering a culture of accountability and innovation

🎯 Requirements

• Bachelor's degree in Business Administration, Communications, Organizational Leadership, Legal Studies, or a related field required. • Comprehensive knowledge of contact center operations, workforce management, and omnichannel service delivery. • Bachelor's degree and a minimum of seven (7) years of progressive leadership experience in contact center operations, customer service, service delivery, or related operational environments. • Minimum of three (3) years leading large-scale, high-volume contact center operations with responsibility for managers and frontline teams. • Experience developing operational strategy, improving service delivery, and leading organizational transformation initiatives. • Knowledge of applicable federal, state, and local regulations related to privacy, compliance, and consumer communications, including TCPA and HIPAA where applicable. • Strong financial and operational acumen, including budgeting, forecasting, and resource planning.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities • Commitment to Equal Opportunity