Medica
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Pay Base pay range: $111,200.00/yr - $190,600.00/yr
Medica is seeking a strategic and tech‑savvy Director of Call Center Operations to lead our Tier 1 high‑volume call center. This position sets direction, provides leadership, manages staff, and monitors performance of all functions within the customer service call center teams. Teams include all customer service call teams and workforce management and planning. These teams directly and indirectly support and strengthen Medica’s brand with prospective members, members/enrollees, employers, brokers, providers and payers.
This role is pivotal in driving operational excellence, enhancing customer experience, and advancing our omni‑channel service capabilities—including chat, bots, secured messaging, and telephonic support.
Key Accountabilities
Lead and evolve Tier 1 operations with a focus on efficiency, complexity management, and customer satisfaction.
Expand and manage omni‑channel support including chat, bots, secured messages, and hybrid models.
Partner with technology teams to improve IVR containment, telephony systems, and CRM integration.
Utilize knowledge management systems and AI tools to support agents and automate responses.
Analyze call drivers and performance data to inform staffing, training, and escalation strategies.
Foster a culture of continuous improvement and proactive member engagement.
The ideal candidate will bring a build‑and‑influence leadership style, leveraging existing groundwork to optimize efficiency and elevate service delivery. You will champion self‑service adoption, automation, and data‑driven decision‑making to reduce call volume and improve Net Promoter Scores (NPS) across all channels.
Qualifications
Bachelor’s degree or equivalent combination of education and work experience
10+ years of experience, including contact center leadership, member advocacy, data analytics, health plan administration, consumer experience, strategic planning
Proven leadership in high‑volume call center or contact center environments, Experience with telephony (CaaS), IVR, CRM, and knowledge management platforms
Background in healthcare or health plan operations preferred
Experience with standard management processes, controls and tools including budgeting, project management, performance monitoring, quality improvement and information systems
Knowledge of Avaya and CMS systems preferred
Demonstrated success in implementing self‑service and automation strategies, Excellent communication and cross‑functional collaboration skills
Strong analytical skills and a track record of data‑informed decision‑making
Perform other duties as assigned
This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN or Madison, WI office, on average, 3 days per week.
Compensation and benefits: In addition to the base salary range of $111,200 – $190,600, this position may be eligible for incentive plan compensation. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, holidays, paid volunteer time off, 401(K) contributions, caregiver services and many other benefits.
Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.
We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
Seniority level: Director
Employment type: Full‑time
Job function: Other
Industry: Insurance
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Get AI-powered advice on this job and more exclusive features.
Pay Base pay range: $111,200.00/yr - $190,600.00/yr
Medica is seeking a strategic and tech‑savvy Director of Call Center Operations to lead our Tier 1 high‑volume call center. This position sets direction, provides leadership, manages staff, and monitors performance of all functions within the customer service call center teams. Teams include all customer service call teams and workforce management and planning. These teams directly and indirectly support and strengthen Medica’s brand with prospective members, members/enrollees, employers, brokers, providers and payers.
This role is pivotal in driving operational excellence, enhancing customer experience, and advancing our omni‑channel service capabilities—including chat, bots, secured messaging, and telephonic support.
Key Accountabilities
Lead and evolve Tier 1 operations with a focus on efficiency, complexity management, and customer satisfaction.
Expand and manage omni‑channel support including chat, bots, secured messages, and hybrid models.
Partner with technology teams to improve IVR containment, telephony systems, and CRM integration.
Utilize knowledge management systems and AI tools to support agents and automate responses.
Analyze call drivers and performance data to inform staffing, training, and escalation strategies.
Foster a culture of continuous improvement and proactive member engagement.
The ideal candidate will bring a build‑and‑influence leadership style, leveraging existing groundwork to optimize efficiency and elevate service delivery. You will champion self‑service adoption, automation, and data‑driven decision‑making to reduce call volume and improve Net Promoter Scores (NPS) across all channels.
Qualifications
Bachelor’s degree or equivalent combination of education and work experience
10+ years of experience, including contact center leadership, member advocacy, data analytics, health plan administration, consumer experience, strategic planning
Proven leadership in high‑volume call center or contact center environments, Experience with telephony (CaaS), IVR, CRM, and knowledge management platforms
Background in healthcare or health plan operations preferred
Experience with standard management processes, controls and tools including budgeting, project management, performance monitoring, quality improvement and information systems
Knowledge of Avaya and CMS systems preferred
Demonstrated success in implementing self‑service and automation strategies, Excellent communication and cross‑functional collaboration skills
Strong analytical skills and a track record of data‑informed decision‑making
Perform other duties as assigned
This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN or Madison, WI office, on average, 3 days per week.
Compensation and benefits: In addition to the base salary range of $111,200 – $190,600, this position may be eligible for incentive plan compensation. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, holidays, paid volunteer time off, 401(K) contributions, caregiver services and many other benefits.
Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.
We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
Seniority level: Director
Employment type: Full‑time
Job function: Other
Industry: Insurance
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