Director, Contact Center Program Management

Position Purpose: Provide strategic leadership and accountability for a portfolio of complex, high-impact programs supporting an assigned Contact Center Line of Business. Establish program strategy, governance, investment priorities, and performance expectations to translate business objectives into scalable operational solutions. Influence senior leaders and cross-functional partners to resolve enterprise-level risks, allocate resources, and drive decisions affecting operational performance, regulatory readiness, customer experience, and business outcomes.

Key Details: Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT

Applicants for this role have the flexibility to work remotely within the continental United States.

• Direct the strategy, prioritization, and execution of a portfolio of complex programs and initiatives supporting an assigned Contact Center Line of Business, ensuring alignment with business and enterprise objectives.
• Establish roadmaps, governance structures, decision authorities, performance expectations, and execution strategies to drive successful delivery of business priorities.
• Serve as a strategic advisor to Contact Center leadership, providing recommendations on program priorities, operational opportunities, business risks, resource needs, and implementation strategies.
• Lead complex, cross-functional initiatives by establishing accountability for outcomes, milestones, risks, dependencies, organizational readiness, and successful execution.
• Translate business objectives into scalable programs and operational solutions that support Contact Center performance, customer experience, quality, compliance, and continuous improvement.
• Evaluate competing priorities and recommend program sequencing, resource allocation, scope, and investment decisions based on business impact, risk, and strategic objectives.
• Establish and monitor program and portfolio performance measures, identify performance gaps and emerging risks, and direct corrective actions to achieve expected business outcomes.
• Direct operational, audit, compliance, and regulatory readiness activities for significant business changes, product implementations, and enterprise initiatives affecting the assigned business.
• Influence and align senior leaders and cross-functional stakeholders to resolve barriers, clarify decision-making and accountability, and advance critical business priorities.
• Develop and deliver executive-level business reviews, recommendations, and report communicating portfolio performance, business outcomes, significant risks, strategic opportunities, and decisions requiring leadership action.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education/Experience: Requires a Bachelor's degree and 7+ years of of program and project management experience, to include leading complex, cross-functional initiatives, along with prior management experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Advanced knowledge of portfolio and program management, strategic planning, operational readiness, risk and dependency management, regulatory readiness, financial analysis, executive reporting, and organizational change required.

Knowledge of contact center operations, operational readiness practices, and audit, compliance, and regulatory readiness processes required.

Healthcare payer and Medicare, Medicaid, Commercial, or Pharmacy benefit experience preferred.

License/Certification:

• Certified Project Management Professional (PMP) - PMI preferred

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.
 

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act