Director, Contact Center Specialty Operations

The Director of Contact Center Specialty Operations is a senior leader who oversees and evolves specialty and digital components of the organization’s contact center service delivery. The role manages outsourced partners and multiple service channels—including omnichannel digital channels, virtual agents, multilingual pods, and in-person sites—while ensuring culturally appropriate, member-centered experiences. This position partners across Digital, IT, Clinical, Marketing, and Compliance to align operations with the nonprofit’s mission of supporting older adults.