Senior Director, Retrieval Operations – Call Center, Workforce Operations

Datavant

. Develop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning .

Posted 10/22/2026full-timeRemote • United StatesSenior💰 $181,300 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in call center operations, workforce management, and capacity planning, with a strong focus on optimizing provider outreach and implementing AI-enabled workflows. Proven ability to lead diverse teams, establish performance standards, and drive operational excellence in a healthcare environment.

Highest-signal resume keywords

Call Center OperationsWorkforce ManagementCapacity PlanningVendor ManagementHealthcare Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Demand ForecastingProductive Capacity ManagementQuality AssurancePerformance OptimizationBudget ManagementCost-To-Serve AnalysisKPI EstablishmentSLA DevelopmentCorrective Action ProgramsAutomation Implementation

Soft Skills

Change LeadershipExecutive PresenceStrong CommunicationPartnership SkillsInfluencing Senior Leaders

Tools & Technologies

SnowflakeSigmaPower BIWorkforce Management TechnologiesTelephony SystemsCRM SystemsOmnichannel Technologies

Industry Keywords

Healthcare OperationsMedical-Record RetrievalPayer OperationsHealth Information ManagementGlobal Business Process Outsourcing

About the role

Key responsibilities & impact

Develop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning
Lead onshore and global provider outreach performance, establishing accountability for productivity, retrieval outcomes, quality, service, compliance, and cost
Set outreach strategy across agent-led, AI-enabled, and other channels
Lead call center transformation with Product and Engineering, including automation, agent workflow improvements, AI, self-service, and workforce technologies
Own adoption of new tools and workflows and measure their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve
Lead and develop call center and Workforce Management leaders
Translate retrieval targets and demand into outreach volumes, staffing requirements, and weekly operating plans
Own demand forecasting, scheduling, intra-week management, utilization, and plan-versus-actual capacity management
Establish forecasting and capacity-planning standards and governance
Optimize provider outreach, staffing, scheduling, and workflows
Provide executive oversight of global outsourcing partnerships, including capacity, vendor scorecards, governance, financial performance, risk, corrective actions, and continuous improvement
Establish integrated performance models across onshore and offshore operations
Manage operating plans, budgets, vendor spend, unit economics, and cost-to-serve
Advise executive leadership and partner across Operations, Product, Engineering, Finance, Client Success, Legal, Procurement, Compliance, and Technology
Lead organizational change and establish standardized, scalable practices across geographically and culturally diverse teams

Requirements

What you’ll need

Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field from an accredited institution; equivalent relevant professional experience may be considered in lieu of a degree
At least 10 years of progressive experience in call center operations, Workforce Management, capacity planning, vendor management, healthcare operations, or a related field
At least seven years of people-leadership experience, including experience leading directors, senior managers, or other leaders of complex operational functions
Senior leadership experience overseeing large-scale onshore and offshore call center operations or global business process outsourcing partnerships
Demonstrated success setting an operating strategy and leading call center transformation, including adoption of automation or AI-enabled workflows with measurable operational results
Healthcare industry experience, preferably within medical-record retrieval, payer operations, health information management, or another regulated environment
Deep expertise in provider outreach, demand forecasting, capacity planning, staffing, scheduling, utilization, productive-capacity management, quality assurance, and performance optimization
Demonstrated success establishing integrated performance models, KPIs, SLAs, forecast-accuracy standards, vendor scorecards, governance practices, and corrective-action programs
Proven ability to improve outreach efficiency, forecast accuracy, productive capacity, retrieval performance, vendor outcomes, and operating costs
Strong financial and analytical acumen, including experience with unit economics, cost-to-serve, budgets, vendor spend, business cases, and plan-versus-actual performance
Experience leading strategic vendor relationships, including contract and performance negotiations, executive business reviews, risk management, and improvement planning
Experience using business-intelligence tools such as Snowflake, Sigma, or Power BI, along with call center, Workforce Management, quality, telephony, CRM, or omnichannel technologies
Executive presence and strong communication, change-leadership, and partnership skills, with the ability to influence senior leaders and translate complex operational and financial insights into action
Ability and willingness to travel up to 20%, including international travel
This job is not eligible for employment sponsorship

Benefits

Comp & perks

Total rewards strategy
Post-offer health screenings and vaccinations as required by clients
Reasonable accommodations for individuals with physical and mental disabilities
Equal Employment Opportunity workplace
International travel opportunity up to 20%