Mitchell International
Head of Contact Center Strategy and Transformation
Mitchell International, San Diego, California, United States, 92189
Overview
At Enlyte, we combine innovative technology, clinical expertise, and human compassion to help people recover after workplace injuries or auto accidents. We support their journey back to health and wellness through our industry-leading solutions and services. Whether you're supporting a Fortune 500 client or a local business, developing cutting-edge technology, or providing clinical services you'll work alongside dedicated professionals who share your commitment to excellence and make a meaningful impact. Join us in fueling our mission to protect dreams and restore lives, while building your career in an environment that values collaboration, innovation, and personal growth. Be part of a team that makes a real difference. Responsibilities
Enlyte is on a journey to transform its customer service model by establishing a Center of Excellence (COE). This position will lead the Contact Center Strategy and Transformation within Global Business Services. The COE Leader will serve as the enterprise hub for strategy, governance, technology stewardship, and continuous improvement. The COE leader will play a dual role: first, as a change leader responsible for standing up the COE and driving transformation; and second, as a sustained enterprise leader accountable for ensuring consistent, high-quality service, measurable business outcomes, and ongoing innovation. This leader will collaborate closely with executives across Enlyte’s business units to define the vision, align stakeholders, and deliver a model that improves efficiency, enhances customer experience, and builds enterprise-wide capabilities for the future. Additionally, they will connect into enterprise-level initiatives to ensure alignment with Enlyte’s broader enterprise technology and support ecosystem, such as Salesforce and other platform strategies and omnichannel support design. Key Responsibilities Strategic Leadership & Vision Define and articulate the vision, mandate, and charter for the Contact Center COE within the GBS organization. Position the COE as a strategic enabler of operational efficiency, customer experience excellence, and innovation. Build organizational alignment and commitment to the COE vision across diverse business units and stakeholders. Operating Model & Governance Establish the governance framework for the COE, ensuring clear roles, decision rights, and accountability. Design the operating model that enables consistency of service standards while maintaining flexibility for business unit needs. Lead enterprise-wide forums and scorecards that measure and enforce service excellence. Technology & Data Leadership Provide strategic oversight for the contact center technology ecosystem, ensuring that platforms, tools, and data are aligned to support future needs. Drive the evolution of the data and analytics framework to enable fact-based decision making and continuous improvement. Guide the responsible adoption of emerging technologies, including AI and automation, to unlock customer and business value. Leverage enterprise and platform capabilities to develop and deploy knowledge management best practices to drive consistency with issue management and data sharing. Customer Experience & Performance Champion a customer-first culture, ensuring service is seamless, proactive, and consistent across all channels and customer groups. Define and oversee enterprise KPIs and SLAs that measure customer satisfaction, efficiency, and overall performance. Partner with business units to reimagine customer journeys and identify opportunities to deliver differentiated experiences. Change Leadership & Talent Development Act as the enterprise change leader, ensuring stakeholders are engaged, employees are equipped, and adoption is achieved. Build career pathways and development opportunities for contact center professionals, fostering a culture of excellence and continuous learning. Serve as a role model for Enlyte’s values, creating an environment of accountability, collaboration, and innovation. Financial & Value Management Own the business case and value realization for the COE, ensuring benefits are delivered and sustained. Continuously evaluate opportunities to improve cost efficiency, service outcomes, and innovation. Report progress and impact to GBS and enterprise leadership. Qualifications
Bachelor’s in Business, Operations, or related field required; MBA or advanced degree preferred. Strong executive presence with ability to influence and align senior stakeholders. Financial and analytical acumen - capable of building, refining, and owning a robust ROI/business case. Expertise in customer experience, performance management, and continuous improvement methodologies. Skilled in change management, communications, and talent development. Lean Six Sigma or equivalent process optimization experience preferred.
Equal employment opportunity statement: Equal employment opportunity, including veterans and individuals with disabilities. PI278406918
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At Enlyte, we combine innovative technology, clinical expertise, and human compassion to help people recover after workplace injuries or auto accidents. We support their journey back to health and wellness through our industry-leading solutions and services. Whether you're supporting a Fortune 500 client or a local business, developing cutting-edge technology, or providing clinical services you'll work alongside dedicated professionals who share your commitment to excellence and make a meaningful impact. Join us in fueling our mission to protect dreams and restore lives, while building your career in an environment that values collaboration, innovation, and personal growth. Be part of a team that makes a real difference. Responsibilities
Enlyte is on a journey to transform its customer service model by establishing a Center of Excellence (COE). This position will lead the Contact Center Strategy and Transformation within Global Business Services. The COE Leader will serve as the enterprise hub for strategy, governance, technology stewardship, and continuous improvement. The COE leader will play a dual role: first, as a change leader responsible for standing up the COE and driving transformation; and second, as a sustained enterprise leader accountable for ensuring consistent, high-quality service, measurable business outcomes, and ongoing innovation. This leader will collaborate closely with executives across Enlyte’s business units to define the vision, align stakeholders, and deliver a model that improves efficiency, enhances customer experience, and builds enterprise-wide capabilities for the future. Additionally, they will connect into enterprise-level initiatives to ensure alignment with Enlyte’s broader enterprise technology and support ecosystem, such as Salesforce and other platform strategies and omnichannel support design. Key Responsibilities Strategic Leadership & Vision Define and articulate the vision, mandate, and charter for the Contact Center COE within the GBS organization. Position the COE as a strategic enabler of operational efficiency, customer experience excellence, and innovation. Build organizational alignment and commitment to the COE vision across diverse business units and stakeholders. Operating Model & Governance Establish the governance framework for the COE, ensuring clear roles, decision rights, and accountability. Design the operating model that enables consistency of service standards while maintaining flexibility for business unit needs. Lead enterprise-wide forums and scorecards that measure and enforce service excellence. Technology & Data Leadership Provide strategic oversight for the contact center technology ecosystem, ensuring that platforms, tools, and data are aligned to support future needs. Drive the evolution of the data and analytics framework to enable fact-based decision making and continuous improvement. Guide the responsible adoption of emerging technologies, including AI and automation, to unlock customer and business value. Leverage enterprise and platform capabilities to develop and deploy knowledge management best practices to drive consistency with issue management and data sharing. Customer Experience & Performance Champion a customer-first culture, ensuring service is seamless, proactive, and consistent across all channels and customer groups. Define and oversee enterprise KPIs and SLAs that measure customer satisfaction, efficiency, and overall performance. Partner with business units to reimagine customer journeys and identify opportunities to deliver differentiated experiences. Change Leadership & Talent Development Act as the enterprise change leader, ensuring stakeholders are engaged, employees are equipped, and adoption is achieved. Build career pathways and development opportunities for contact center professionals, fostering a culture of excellence and continuous learning. Serve as a role model for Enlyte’s values, creating an environment of accountability, collaboration, and innovation. Financial & Value Management Own the business case and value realization for the COE, ensuring benefits are delivered and sustained. Continuously evaluate opportunities to improve cost efficiency, service outcomes, and innovation. Report progress and impact to GBS and enterprise leadership. Qualifications
Bachelor’s in Business, Operations, or related field required; MBA or advanced degree preferred. Strong executive presence with ability to influence and align senior stakeholders. Financial and analytical acumen - capable of building, refining, and owning a robust ROI/business case. Expertise in customer experience, performance management, and continuous improvement methodologies. Skilled in change management, communications, and talent development. Lean Six Sigma or equivalent process optimization experience preferred.
Equal employment opportunity statement: Equal employment opportunity, including veterans and individuals with disabilities. PI278406918
#J-18808-Ljbffr