Director National Care Contact Center - Experience & Enablement

Delta Dental of California
$122,400 - $265,100
paid time off, paid holidays, tuition reimbursement, 401(k), employee discount
United States, California, Rancho Cordova
Nov 04, 2025
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. Drive and reinforce a culture of resiliency, adaptability, and performance excellence. Model strong change communications and emotional intelligence across all levels. Operational & Experience Enablement Leadership Provide enterprise-wide leadership to national contact center managers, fostering a high-performing, inclusive, and empowered team culture. Champion a mindset of continuous learning, agility, and service excellence. Build cross-functional partnerships to align operations, experience design, and enablement strategies with enterprise priorities. Transformation & Execution Shape and execute the national strategy to evolve the contact center into a concierge-level, people-centric experience. Define what "care center excellence" looks like and continuously adapt the roadmap to align with business, workforce, and customer needs. Performance & Insight-Driven Management Establish and lead a performance framework using real-time KPIs (customer satisfaction, resolution rates, agent engagement). Leverage insights to drive improvement, transparency, and accountability across teams. Technology, Enablement & Digital Innovation Lead integration of AI-driven and omnichannel technologies to modernize service delivery. Advance digital enablement strategies that empower teams to provide proactive, personalized care. Operational Efficiency & Scalability Streamline processes to ensure consistency, efficiency, and scalability across contact centers. Implement standard workflows, cost optimization, and workforce management practices to improve delivery at scale. 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 12+ years' experience with a bachelor's degree; 3+ years in management (additional experience may substitute for degree). Bachelor's degree in Business Management, Communications, or related field; experience with healthcare or customer operations preferred. Leadership & Enablement: Proven success developing teams, enabling capability growth, and leading complex, enterprise-wide operations. Customer & Employee Experience: Deep commitment to service excellence, employee engagement, and delivering exceptional customer outcomes. Operational Expertise: Knowledge of healthcare and dental benefits, contact center operations, and related systems. Analytical & Problem-Solving: Strong ability to assess business needs and recommend actionable solutions. Technology & Digital Enablement: Experience implementing contact center platforms, automation, and predictive analytics to enhance scale and experience. Project & Program Management: Skilled in managing large-scale initiatives using formal project management practices. Communication & Influence: Strong communicator with the ability to translate strategy and operational data into clear, compelling messages. Time & Priority Management: Highly organized, with strong follow-through and attention to detail. 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: Competitive base and incentive pay 401(k) with robust matching and non-matching contributions Rich medical & pharmacy benefits 100% employer-paid dental and vision benefits Holistic wellbeing program with deep financial incentives Generous paid time off plus 12 paid holidays and your birthday off Culture of growth and learning: career development; tuition reimbursement; recognition program Family support: adoption assistance, fertility treatment, child, elder & pet care assistance Social responsibility and volunteer opportunities Employee discount program 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. #LI-Hybrid 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.