Director, Contact Center CoE

Date: Feb 10, 2026

Location:

Any city, TX, US, 99999 Any city, ME, US, 99999 Any city, FL, US, 99999

Req ID: 34611

Work Mode: Virtual (Exception only)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The Center of Excellence (CoE) Contact Center Director is a senior leadership role responsible for driving operational excellence, innovation, and strategic vision across all contact center activities. This position oversees the development, implementation, and continuous improvement of best practices, technologies, and performance metrics to ensure exceptional customer service and operational efficiency. The Director will collaborate with cross-functional teams, champion a culture of excellence, and ensure the alignment of contact center operations with the organization’s overall business objectives.

Your role in our mission

Essential Job Functions

Strategic Leadership: Develop and execute the strategic roadmap for the Contact Center Center of Excellence, aligning initiatives with business goals and driving transformation across all customer interaction channels.
Operational Excellence: Establish, monitor, and continuously improve contact center standards, processes, and performance metrics to deliver consistent, high-quality customer experiences.
Innovation and Technology: Lead the evaluation and adoption of new technologies, automation tools, and omnichannel solutions to enhance customer engagement and streamline operations.
Talent Development: Recruit, mentor, and develop contact center leaders and staff, fostering a culture of learning, collaboration, and professional growth.
Stakeholder Collaboration: Partner with internal and external stakeholders—including IT, HR, Quality Assurance, Training, and Business Units—to ensure integrated and effective solutions.
Customer Experience Management: Champion initiatives that measure and improve customer satisfaction, loyalty, and advocacy.
Reporting and Analytics: Utilize data analytics to monitor performance, identify trends, and make data-driven decisions for process improvements.
Budget Management: Develop and manage the contact center CoE budget, ensuring optimal allocation of resources and cost control.

What we're looking for

Qualifications

Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s degree preferred) OR 10+ years of progressive experience in contact center operations, with at least 5 years in a senior leadership role.
Proven track record in building and leading high-performing contact center teams.
Deep knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM, AI-powered solutions).
Exceptional analytical, problem-solving, and decision-making skills.
Strong interpersonal, communication, and stakeholder management abilities.
Experience with process improvement methodologies—such as Six Sigma, Lean, or relevant project management certifications—is preferred

Key Competencies

Strategic vision and execution
Change management and transformation leadership
Customer-centric mindset
Technological savvy and innovation
Results orientation and accountability
Collaboration and influence

What you should expect in this role

Fully remote opportunity with the option to work anywhere within the United States
Occasional travel may be required to support multi-site contact center operations or attend leadership events (~25%)

NOTES:

IMPORTANT: Video cameras must be used during all interviews, as well as during the initial week of orientation
The deadline to submit applications for this posting is March 31, 2026

The pay range for this position is $127,400.00 - $182,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.