Mia Aesthetics
Senior Manager, Patient Contact Center Operations
Mia Aesthetics, Granite Heights, Wisconsin, United States
All Jobs > Senior Manager, Patient Contact Center Operations
Senior Manager, Patient Contact Center Operations Fully Remote • TX
Description
At Mia Aesthetics, we are not just leading the way in plastic surgery—we're redefining it.
Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 80,000 satisfied patients, we're on a mission to make beauty accessible to all.
Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.
Be a part of a team transforming lives and supporting dreams every day!
The Senior Manager, Patient Contact Center Operations leads the transformation and expansion of its contact center environment. This leader will oversee the development and deployment of a new role, designed to streamline inbound and outbound communication across concierge, scheduling, and lab coordination. This leader will collaborate with upper leadership to build a scalable, data-driven contact center that enhances the customer experience and supports company growth.
Requirements Strategic Development
Designs and implements a new role, enabling agents to handle a broader range of call types across multiple service lines
Defines service-level strategies that prioritize
first call resolution , minimal transfers, and consistent customer satisfaction
Lead initiatives to drive call deflection through scripting, digital integration, and smarter triage workflows
Operational Leadership
Leads the day-to-day management of contact center functions including
customer service, scheduling, and lab support
Directs and supports frontline managers and team leads, ensuring clear expectations, performance alignment, and coaching
Standardizes workflows and service procedures to reduce inefficiencies and improve resolution speed
Performance Analytics & Reporting
Builds and manages
real-time dashboards
to monitor key metrics:
FCR, CSAT, Productivity , and
Abandoned Call Rates
Analyzes trends and agent performance to identify opportunities for coaching, training, or process redesign
Develops reporting cadences and share performance insights with executive and cross-functional stakeholders
Workforce Optimization
Creates staffing models and forecasts based on call volume, service type, and channel usage
Aligns productivity goals across internal and external (BPO) teams
Supports hiring, onboarding, and performance management efforts that build a strong bench of future leaders
Cross-Functional Collaboration
Partners with operations, technology, analytics, and customer experience teams to integrate tools, scripts, and escalation paths
Aligns frontline operations with broader company goals, supporting brand reputation, customer loyalty, and retention
Motivates and empowers team(s) to deliver outstanding results through employee engagement, leadership management and change management
Drive operational excellence and customer satisfaction
Role models and champions Mia Core Values and Service Values
Required Skills/Abilities:
Strategic mind‑set and know‑how
Demonstrated ability to analyze performance metrics and use data to drive measurable improvements and drive operational efficiency
Strong change management capabilities
Excellent leadership skills demonstrating strong verbal and written communication skills
Strong attention to detail
Computer savvy
Education and Experience:
Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred).
7+ years of progressive leadership experience in high-volume contact center, customer experience, or shared services environment
Strong proficiency in CRM platforms, telephony systems, and digital communication tools (chat, SMS, email, etc.)
Travel Requirements:
~30% travel to clinic sites and headquarters
#J-18808-Ljbffr
Senior Manager, Patient Contact Center Operations Fully Remote • TX
Description
At Mia Aesthetics, we are not just leading the way in plastic surgery—we're redefining it.
Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 80,000 satisfied patients, we're on a mission to make beauty accessible to all.
Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.
Be a part of a team transforming lives and supporting dreams every day!
The Senior Manager, Patient Contact Center Operations leads the transformation and expansion of its contact center environment. This leader will oversee the development and deployment of a new role, designed to streamline inbound and outbound communication across concierge, scheduling, and lab coordination. This leader will collaborate with upper leadership to build a scalable, data-driven contact center that enhances the customer experience and supports company growth.
Requirements Strategic Development
Designs and implements a new role, enabling agents to handle a broader range of call types across multiple service lines
Defines service-level strategies that prioritize
first call resolution , minimal transfers, and consistent customer satisfaction
Lead initiatives to drive call deflection through scripting, digital integration, and smarter triage workflows
Operational Leadership
Leads the day-to-day management of contact center functions including
customer service, scheduling, and lab support
Directs and supports frontline managers and team leads, ensuring clear expectations, performance alignment, and coaching
Standardizes workflows and service procedures to reduce inefficiencies and improve resolution speed
Performance Analytics & Reporting
Builds and manages
real-time dashboards
to monitor key metrics:
FCR, CSAT, Productivity , and
Abandoned Call Rates
Analyzes trends and agent performance to identify opportunities for coaching, training, or process redesign
Develops reporting cadences and share performance insights with executive and cross-functional stakeholders
Workforce Optimization
Creates staffing models and forecasts based on call volume, service type, and channel usage
Aligns productivity goals across internal and external (BPO) teams
Supports hiring, onboarding, and performance management efforts that build a strong bench of future leaders
Cross-Functional Collaboration
Partners with operations, technology, analytics, and customer experience teams to integrate tools, scripts, and escalation paths
Aligns frontline operations with broader company goals, supporting brand reputation, customer loyalty, and retention
Motivates and empowers team(s) to deliver outstanding results through employee engagement, leadership management and change management
Drive operational excellence and customer satisfaction
Role models and champions Mia Core Values and Service Values
Required Skills/Abilities:
Strategic mind‑set and know‑how
Demonstrated ability to analyze performance metrics and use data to drive measurable improvements and drive operational efficiency
Strong change management capabilities
Excellent leadership skills demonstrating strong verbal and written communication skills
Strong attention to detail
Computer savvy
Education and Experience:
Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred).
7+ years of progressive leadership experience in high-volume contact center, customer experience, or shared services environment
Strong proficiency in CRM platforms, telephony systems, and digital communication tools (chat, SMS, email, etc.)
Travel Requirements:
~30% travel to clinic sites and headquarters
#J-18808-Ljbffr