Director, Contact Center Operations

Responsibilities

• Build and lead a sales-first operating rhythm to meet revenue, NRx, and TRx targets.
• Develop scalable staffing structures for recruiting, hiring, and training remote inside sales professionals.
• Manage multi-channel operations including phone, SMS, and chat across on-shore and off-shore teams.
• Partner with Analytics to refine territories, scripts, and digital sales aids based on conversion signals.
• Use call analytics and standardized scorecards to coach reps on clinical accuracy and objection handling.
• Deploy and optimize technology stacks including Salesforce, intelligent IVR, and AI automation.
• Enforce HIPAA, PI/Fair Balance, and promotional standards to ensure full regulatory compliance.
• Deliver data-driven insights and business reviews regarding pipeline, capacity, and ROI to leadership.

Requirements

• Proven experience managing complex contact center operations and meeting strict SLAs/KPIs.
• Demonstrated leadership experience managing large, remote, or multi-site teams.
• Proficiency with Salesforce and experience using data-driven decision-making to drive performance.
• Strong knowledge of HIPAA and healthcare compliance standards.
• Excellent written and verbal communication skills with the ability to influence cross-functional partners.
• High technical aptitude with experience in contact center technology (e.g., IVR, WFM, or QA tools).

Preferred Qualifications

• Experience with Veeva, Adobe Connect, or SMS/Chat integration.
• Background in clinical detailing at scale and managing sales incentive programs.
• Experience aligning Field Sales and Inside Sales teams.
• Advanced degree such as an MBA or a relevant life sciences discipline.
• Bilingual proficiency in English and Spanish.

Benefits

• Competitive base salary range of $140,000–$170,000.
• Comprehensive health, dental, and vision insurance.
• Retirement plan options.
• Paid time off and paid parental leave.
• Employee assistance programs and potential performance bonuses.

About the Company

Caretria is a healthcare-focused organization dedicated to supporting Healthcare Professionals through high-quality engagement and data-driven insights. We turn meaningful conversations into measurable market impact.