Compensation Overview

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them.We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.  

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Director of Contact Center Operations for our Care team.

This is a remote role ongoing, with occasional travel to our main office in Long Island NY depending on business needs. Based locally in NY is a plus. Occasional travel to our other offices may also be required depending on business needs (CA, NV, MO, FL).

Department & Position Overview:

The Director of Contact Center Operations, reporting into the VP of Care Operations, will lead the charge in providing the best tools, technology and service delivery methods to enhance patient and caregiver experiences.  We are looking for an inquisitive, idealist and innate builder to drive best-in-class customer experiences through operational excellence. 

What you’ll do:

• Drive Continuous Improvement & Operational Excellence
  • Build, refine and simplify complex operational systems that align with existing and new strategies to enhance patient/caregiver success 
  • Lead operational reviews to identify bottlenecks and understand the business environment to recognize the “why”; build scalable solutions that contribute to the growth of our business 
  • Drive long-term strategic planning and operational initiatives in partnership with key stakeholders such as the broader customer experience team, senior leadership, IT, special projects and finance with a focus on adding value across the organization
  • Continually drive process improvement initiatives across workflows, policies and tools to improve quality and efficiency 
• Deliver & Enable Exceptional Customer Results
  • Conceptualize, design and execute solutions to ensure that prioritized initiatives are deployed and adjusted as projects develop; be an active partner in OKR processes and qualitative/quantitative measures of success across the organization
  • Lead the development and execution of improved customer experience Net Promoter Scores, Key Performance Indicators as well as other targets
  • Leverage deep understanding of metrics to share the impact of results by creating timely, measurable results within time commitments
  • Become an expert resource on the customer journey and service delivery models; understand our patient/caregivers and anticipate their needs and find creative solutions to support their success 
• Enable an Exceptional Customer Experience
  • Successfully hire and lead customer experience leaders within a distributed workforce, ensuring that we have the right talent in the right roles at the right time
  • Champion the FreedomCare culture and leadership qualities to foster a supportive and inclusive work environment that values each individual for their unique skills and background
  • Develop a high performing team as a servant leader through coaching, mentoring and goal setting

What we are looking for:

• Bachelor’s or master’s degree in Operations Management, Logistics, Business management and/or related fields
• 7+ years of relevant customer experience operations experience, including leadership/management experience with a strong track record of leading and transforming service delivery at this scale, driving incredible levels of customer delight and value creation, and productivity, through the utilization of industry-leading technology and data science
• Relevant experience in an energetic, fast-paced environment with a high degree of autonomy, ambiguity, and accountability
• Demonstrated expertise and success driving operational excellence and executing process improvement with a business setting; measuring results and achieving targeted outcomes
• Lean Six Sigma Black Belt or related training that compliments your excellent program/project management skills 
• Strong business acumen; an innovative customer operations expert with a strong customer-centric mindset
• Ability to operate within a cross-functional collaborative environment with highly motivated colleagues and interact with all parts of the business and staff function in diverse locations
• Proven, hands-on leader who has a passion for operational excellence and fostering a work environment that supports individual growth and connectedness
• Strong personal presence, interpersonal skills, emotional intelligence and ability to influence and work effectively with individual contributors and leaders throughout the organization

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

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