Sr. Director, Contact Center

About the role

Sr. Director, Contact Center Company: Serenity Healthcare Location: Mesa, AZ (In-office) Travel : ~25% domestic, plus international travel at least twice per year About Serenity Serenity Healthcare is one of the fastest-growing multi-site specialty medical platforms in the country. Founder-led, ten years in market, 1,000+ employees, 40+ clinics across multiple states, and growing 100% year over year - without PE or venture capital. We deliver advanced, in-office medical interventions including TMS (transcranial magnetic stimulation), IV ketamine, and medication management. Our patients come to us because nothing else has worked (treatment-resistant patients), and our model is built around moving them from consult to treatment with a high-trust, education-led approach. We are scaling fast, hiring operators who have done it before, and building a leadership bench that will carry us through the next 40 clinics - and the 40 after that. The Opportunity The Sr. Director of Contact Center owns the team that feeds and supports our entire clinic network. Every lead follow-up, new patient inquiry, scheduling call, established patient interaction, email, text, insurance call, and back-end patient paperwork task runs through your department. Our contact center operation is staffed by Patient Care Coordinators across five corporate offices - Mesa, AZ; Provo and Lehi, UT; Farmers Branch, TX; and Sandy Springs, GA - with a portion of back-end support now scaling in Ghana. This is a builder's seat. You're not running a steady-state call center, you're scaling it alongside a business that doubles every year. You will be measured on hard numbers: lead conversion, patient satisfaction, and patient retention. You will be expected to drive those numbers up, quarter over quarter, while volume climbs and the footprint expands. What You'll Own Operations - A multi-site contact center operation spanning five U.S. offices and a growing international support team in Ghana The full contact lifecycle of inbound and outbound calls, lead follow-up, scheduling, new patient inquiries, established patient support, email, text, insurance calls, and back-end patient paperwork Operational standards and accountability - consistent execution of company policies, procedures, scripts, and playbooks across every site, domestic and international People - The full team of managers and supervisors and the Patient Care Coordinators underneath them Workforce performance - staffing, scheduling, occupancy, quality assurance, and service levels across all sites Talent density - recruiting, developing, and retaining top-tier contact center leaders and coordinators Performance - The sales-and-service motion - coaching teams to convert leads with a consultative, education-first approach while delivering a high-quality patient experience KPI ownership across: Lead-to-visit conversion Patient satisfaction Patient retention What Success Looks Like Conversion from lead to new patient visit trends up, period over period Patient satisfaction and retention metrics improve while contact volume grows Establish a manager and supervisor scorecard to drive outcomes and manage out underperforming staff timely and efficiently Develop managers and supervisors to run their teams with discipline, consistency, and a clear set of metrics The Ghana support operation is integrated, productive, and held to the same standards as domestic sites Balancing accountability, sales, and culture Who We Want 5-10 years of director-level leadership in a call center or contact center environment A track record running a contact center that blended sales and customer service, not pure service, not pure sales Proven ability to take a contact center operation and make it measurably better with higher conversion, higher satisfaction, tighter execution Metrics-focused, culture-minded. You run your operation off a scorecard and you expect your leaders to do the same in a way that grows people, teams, and culture Excited to set a high bar and hold people to it Strong recruiter and developer of talent - people you've hired follow you Experience managing multi-site teams; experience with offshore or international support teams is a plus Comfortable with a consultative sales motion and coaching frontline teams to execute one Willing to travel ~25% domestically and internationally at least twice per year, and to work fully in-office No prior healthcare experience required. We are sourcing for contact center leaders from any high-growth, sales-and-service environment. Benefits 90% company-paid medical, dental, and vision for the employee and all dependents 401(k) 3 weeks PTO 10 paid holidays Annual company trip for the employee plus one Location & Travel This role is fully in-office. We prefer the Director to sit in our Mesa, AZ office. Expect approximately 25% domestic travel to check in across all five contact center sites, plus i nternational travel at least twice per year to support the Ghana operati

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