[Remote] Director, Contact Center at TailorCare

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Contact CenterIndustries

Requirements

Experienced, data-driven leader with expertise in designing and advancing enterprise call center strategy
Deep knowledge of call center platforms including Salesforce, Amazon Connect, and legacy systems (e.g., CometChat, RingCentral)
Hands-on ability to diagnose and resolve agent availability, handoff gaps, omnichannel routing, and queue logic issues
Proficiency in defining operational metrics, outage/incident procedures, and staffing/forecasting inputs
Strong partnership skills with Product/Engineering, IT, Data & Analytics, front-line managers, Compliance/Security, and Workforce Management
Capability to lead evaluation, implementation, and utilization of AI-driven tools
Understanding of HIPAA and relevant security/privacy policies

Responsibilities

Own end-to-end design, validation, and continuous improvement of call and omnichannel routing (voice, chat, SMS, email) and queue architecture, focusing on integration and unification
Diagnose and remediate agent availability and handoff problems to reduce transfers and improve first contact resolution
Design and implement skill-/language-based routing, load-balancing, and fallback strategies for equitable work distribution
Simplify and standardize IVR flows, queue definitions, and business rules while preserving segmentation
Partner with Product/Engineering, IT, and platform owners to scope, prioritize, test, and roll out changes; translate requirements into engineering tickets
Lead evaluation, implementation, and utilization of AI-driven tools for agent efficiency, customer experience, and performance optimization
Partner with Data & Analytics to define, build, own, and distribute dashboards/reports on key metrics (service level, ASA, abandonment, etc.)
Create and maintain incident/runbook playbooks; lead incident coordination and RCAs during outages
Establish operational thresholds, escalation triggers, and manager actions for breaches
Provide staffing/forecasting inputs to Workforce Management and align WFM rules with routing logic
Coach and enable front-line managers on dashboards, schedule adherence, handoffs, and queue management
Ensure compliance with HIPAA and security/privacy policies; partner with Compliance/Security
Drive process improvement initiatives and lead cross-functional projects (e.g., root cause elimination, transfer reduction)
Maintain documentation: routing maps, queue definitions, handoff guides, test plans, release notes
Act as operational escalation point for complex issues and recommend technology/process/people needs

Skills

Key technologies and capabilities for this role

SalesforceAmazon ConnectCometChatRingCentralomnichannel routingIVRqueue managementskill-based routingload-balancingincident managementoperational metrics

Questions & Answers

Common questions about this position

What platforms will I be working with in this role?

The role involves working in a Salesforce + Amazon Connect environment, along with legacy platforms like CometChat and RingCentral.

What are the core responsibilities of the Director, Contact Center?

Core responsibilities include owning call and omnichannel routing design, diagnosing agent availability issues, implementing skill-based routing, partnering with Product/Engineering, leading AI tool evaluations, defining dashboards, creating incident playbooks, and providing staffing inputs.

Who does this position report to?

The Director reports to the Sr. Director of Central Operations.

What kind of experience is needed for this role?

The role requires an experienced, data-driven leader with hands-on expertise in call center operations, omnichannel routing, and platform unification.

Is the salary or compensation mentioned for this position?

This information is not specified in the job description.

TailorCare

Personalized care navigation for musculoskeletal pain

About TailorCare

TailorCare provides personalized healthcare services for patients experiencing joint, back, and muscle pain. The company focuses on creating specialized treatment plans for individuals with musculoskeletal issues. Their approach involves care navigation, where they connect patients with specialists, coordinate appointments, and explain treatment options, ensuring that patients receive tailored care that meets their specific needs. Unlike many competitors, TailorCare partners with health plans and risk-bearing entities, allowing them to offer their services at no additional cost to patients. The goal of TailorCare is to empower patients to make informed decisions about their health, improve patient outcomes, and reduce unnecessary treatments, ultimately leading to cost savings for both patients and healthcare partners.

Chicago, IllinoisHeadquarters

2022Year Founded

$60MTotal Funding

SERIES_BCompany Stage

HealthcareIndustries

11-50Employees

Benefits

Remote Work Options

Unlimited Paid Time Off

Parental Leave

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

401(k) Retirement Plan

401(k) Company Match

Risks

Integration challenges with RecoveryOne could lead to operational inefficiencies.

Regulatory scrutiny may arise from the RecoveryOne acquisition.

Dependence on health plan partnerships could impact revenue if relationships change.

Differentiation

TailorCare offers personalized care navigation for musculoskeletal pain management.

The company partners with health plans to provide cost-effective care solutions.

TailorCare integrates virtual physical therapy through its acquisition of RecoveryOne.

Upsides

The rise of telehealth expands TailorCare's digital health service opportunities.

Partnerships with major health plans enhance TailorCare's market reach.

Focus on value-based care aligns with TailorCare's cost-reduction model.

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