Director National Care Contact Center - Experience & Enablement

JOB DESCRIPTION

The Director, National Care Center - Experience & Enablement will lead enterprise strategy execution by managing multi-site operations and shifting from traditional service to a high-touch, concierge-style customer experience. This leader will define and execute short- and long-term goals that align with business priorities and operational direction to ensure maximum productivity, cost effectiveness, and customer service quality.

This role will serve as both an operational and experience enablement leader driving transformation, engagement, and empowerment across teams to elevate the customer and employee experience. Demonstrates change leadership by guiding the organization through complex transformation initiatives with a focus on agility, resilience, and stakeholder alignment. Requires high emotional intelligence and a proven track record in large-scale transformation, cultural change, and enabling high-performing, change-resilient teams.

RESPONSIBILITIES

• Change Leadership :

Lead organizational change planning for national contact center transformation.

Provide enterprise-wide leadership to national contact center managers, fostering a high-performing, inclusive, and empowered team culture.

Shape and execute the national strategy to evolve the contact center into a concierge-level, people-centric experience.

Establish and lead a performance framework using real-time KPIs (customer satisfaction, resolution rates, agent engagement).

Lead integration of AI-driven and omnichannel technologies to modernize service delivery.

Streamline processes to ensure consistency, efficiency, and scalability across contact centers.

Travel Requirement :

This role will require regular travel to the three designated sites under its scope. During the initial phase, travel will be more frequent to support relationship-building and establish a strong on-site presence. Ongoing travel will continue as part of maintaining engagement and operational oversight across locations.

QUALIFICATIONS

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.

Pay Grade 24. $122,400 - $265,100

ADDITIONAL INFORMATION

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes :

Fair Chance Ordinances and Criminal Background Considerations

This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and / or New York Corrections Law Article 23-A.

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ABOUT THE TEAM

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.

Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, Hawaii, Maine, Nebraska, New Hampshire, North Dakota, Oklahoma, Vermont, West Virginia, Wyoming, Washington DC, Puerto Rico or other US Territories or outside of the United States at this time.