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About the Role

The Senior Director, Contact Center provides strategic leadership and ensures operational excellence for the Association’s 24/7 Helpline. This role is responsible for overall operations, staffing, clinical oversight, and technology to ensure high-quality results and an exceptional experience for constituents. The Senior Director will own the multi-year technology roadmap, guiding the expansion of AI-enabled operations while leading staff through change.

Responsibilities

Provide strategic leadership and planning for a 24/7 Contact Center of 120+ employees, focusing on continuous growth, process improvement, and innovation.
Own and lead the execution of the Contact Center’s 3–5 year technology roadmap, including AI capabilities, defining priorities, success measures, and phased implementation.
Lead staff and managers through organizational change, including change management, communication, and professional development.
Lead the management team, ensuring outstanding service delivery as measured by quality monitoring, service level, abandon rate, schedule adherence, and other quality and productivity measures.
Partner with IT, vendors, and other Association departments to evaluate, select, implement, and optimize contact center and AI technology.
Ensure an effective quality assurance plan and responsible AI oversight, including human review and performance standards for AI-handled interactions.
Ensure high-quality, constituent-focused service for Helpline callers 24/7, across a blended model of human and AI-enabled service.
Communicate vision and innovation to staff, executive leadership, and stakeholders, demonstrating understanding of contact center and AI best practices.
Develop and manage budgets totaling $8+ million, including investment planning and business cases for AI and technology initiatives.
Perform other duties as assigned.

Requirements

Bachelor’s degree or higher required; master’s degree preferred.
10+ years of experience in a contact center, including 5+ years in senior leadership of a large, complex operation.
Demonstrated experience leading or significantly contributing to the implementation of AI, automation, or conversational technology in a contact center or comparable service environment.
Preferred: experience in a 24/7 operation and in a healthcare, nonprofit, helpline, or crisis/clinical support setting.
Prolonged periods of sitting at a desk and working on a computer.
Ability to work for extended periods at a computer and participate in virtual and in-person meetings.
Must be able to lift up to 10 pounds at times.
Must be able to push/pull to 10 pounds.
Ability and willingness to travel up to 10%, as needed.

Skills

AI capabilities
Change management
Communication
Professional development
Constituent experience
Training
Clinical supervision
Forecasting
Scheduling
Workforce optimization
Contact center technology
AI technology
Telephony
AI-enabled tools
Call recording
Quality monitoring
Reporting and analytics
Workforce management
Quality assurance
AI oversight
Data privacy
Clinical standards
Budget management
Investment planning
Business cases

Location

US Remote base

Work Type

Full time

Experience Level

Senior leadership
10+ years of experience
5+ years in senior leadership

Education Level

Bachelor’s degree
Master’s degree preferred

Salary/Compensations

$150,000 – $175,000
Bonus up to 6%

Benefits

Medical
Dental
Vision
Flex accounts
Short and long-term disability
Life insurance
Long term care insurance
Tuition reimbursement
Generous Paid Time Off
12 annual holidays
Paid Family Leave
Annual Cultural & Heritage Day
Volunteer Day
401(k) retirement plan
Annual School Visitation Day (Full-time employees)
Elder Care Facility Day (Full-time employees)

About the Company

The Alzheimer's Association is the leading voluntary health organization in Alzheimer’s care, support and research.
Mission: To lead the way to end Alzheimer's and all other dementia– by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.
Announced a landmark $100 million investment in research for 2023.
Network of more than 1,900 employees across the United States.
Recognized as a Best Place to Work for the last twelve years in a row.
Believes that diverse perspectives are critical to achieving health equity.
Committed to engaging underrepresented and underserved communities.

Equal Opportunity

The Association provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment to the fullest extent required by law, including, but not limited to, on the basis of race, color, religion, age, sex, national origin, gender identity, disability status, genetics, protected veteran status, sexual orientation, or any other legally protected characteristic.
Qualified Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act at the Alzheimer's Association.
The Alzheimer's Association will conduct an individualized assessment of the material job duties of this job include working with vulnerable communities which the employer may reasonably believe that Criminal History may have a direct, adverse and negative relationship for the safety of the community.
The background check will include searches for: social security person search, public reports, county & federal criminal reports, multi-jurisdictional, sex offender database, NSOPW national sex offender, education, employment history, motor vehicle or driving history, and reference checks.