Senior Director, Contact Center Strategy

Summary:

Overview

The Senior Director, Contact Center Strategy will support Poison Control, Member Support, and Client Support. The Senior Director guides Poison Control strategy with clear accountability for data governance, analysis, and performance insights, using data to drive continuous operational improvement in alignment with performance and strategic goals. The Senior Director collaborates with Member Support and Client Services leadership, providing strategic data support, evaluation, and shared insights to strengthen performance, consistency, and outcomes across all service lines.

Who We Are

ASPCA Poison Control, the leading animal poison control service in North America, is committed to serving pet parents and the veterinary community. ASPCA Poison Control fields over 400,000 calls and manages over 300,000 cases annually. ASPCA Poison Control’s clinical toxicology team supports veterinarians and pet owners 24/7 using a proprietary database containing over five million cases.  

ASPCA Client Support and ASPCA Member Support provide veterinary triage, appointment scheduling, program support, and member services for the ASPCA. Collectively the teams operate to support ASPCA goals and initiatives. Annually, team members field over 300,000 calls and support nearly 40,000 email contacts.

What You’ll Do

The Senior Director, Contact Center Strategy reports directly to the Vice President, Contact Center Operations and oversees 1–3 direct reports. As a key member of the Contact Center Senior Leadership Team, this role provides strategic data analysis and actionable insights to support operational excellence, growth, and the achievement of organizational goals. The Senior Director leverages data analytics, historical performance data, and forward-thinking problem solving to drive continuous improvement. This role leads the development and execution of strategies that sustain performance, enhance efficiency, and support the long-term growth of the contact centers.

Where and When You’ll Work

• Local to Champaign, IL in office, hybrid local remote and in office, or regional remote.

• A remote option (with up to 20% travel) for candidates outside of the 350 mile radius is negotiable for qualified candidates (already) employed with the ASPCA and who are currently working outside the 350 mile radius.

• This position requires the ability and willingness to work a flexible schedule, including after-hour availability to support team members working 24/7/365.

• Ability and willingness to travel up to 20% annually, as needed to meet requirements for on-site attendance in Champaign, IL at leadership meetings and training sessions.

What You’ll Get

Compensation

The target hiring range is based on where the employee works, which for remote roles is the employee’s primary location of residence, and its respective cost of labor. You can view which zone applies to you based on your location (aspca.app.box.com/v/aspcazonetable). For questions regarding locations not on the list, please send an email to [email protected] for more information.
 

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary ranges for this role are set forth below and may be modified in the future.

• Zone 1: $117,000 - $127,000 annually

• Zone 2: $129,000 - $140,000 annually

Benefits

At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

• Affordable health coverage, including medical, employer-paid dental, and optional vision coverage.

• Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, 10 company paid holidays, and paid personal time off that allows you even more flexibility to observe the days that mean the most to you.

• Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.

• Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field, and so much more.

Responsibilities:

Responsibilities

 

Responsibility buckets are listed in general order of importance, and include but are not limited to:

 

Contact Center Strategy & Analysis

• Establish a data‑driven operating model using advanced analytics and insights
• Provide statistical data models and analyses to evaluate contact center performance in alignment with performance goals, financial targets, the strategic plan, and individual projects
• Translate business objectives into actionable roadmaps for service delivery, workforce, and technology
• Proactively analyze daily, weekly, monthly, annual, and year over year data for potential trends and communicate findings and recommendations to appropriate stakeholders
• Design and continuously improve end‑to‑end customer journeys across all channels
• Collaborate with key stakeholders to optimize capacity, service, and gain
• Proactively identify areas of opportunity to optimize performance, communicate needs, collaborate with stakeholders to implement change, and measure impact of change for clients and staff
• Develop and lead implementation of strategies to sustain program competitive advantage
• Drive ROI-focused decision making by evaluating staffing models, technology investments, and operational initiatives to balance client and staff experience, team effectiveness, and financial sustainability
• Collaborate with the VP leadership and other departmental leaders to develop and maintain strategic plans
• Prepare and present complex strategy and performance insights to various audiences
• Collaborate with leaders to explore, test, and implement strategies designed to sustain long term departmental goals
• Drive strategies for scalability, retention, engagement, and upskilling
• Ensure technology investments deliver measurable business value, not just feature adoption
• Define executive‑level dashboards and operational scorecards
• Use predictive and diagnostic analytics to influence staffing, policy, channel strategy, and customer outcomes
• Lead readiness for audits, incident response, and business continuity planning
• Influence across functions (IT, Product, Legal, Compliance, People, Finance) without direct authority

 

Contact Center Operations

• Collaborate on cross-departmental teams to enhance contact center services for staff, clients, and donors
• Apply structured change management approaches to ensure adoption and sustainability
• Support direct reports through oversight of project management, communications, and data generation and analysis, with a strong contact center business lens focused on operational efficiency, service levels, and strategic decision‑making.
• Maintain proficiency with systems that report the data, including case management, telephony, workforce management (WFM), and supplemental systems and tools used by the contact center teams
• Balance service quality with fiscal responsibility and productivity targets
• Participate as a senior leader in departmental and organizational meetings
• Assist the ASPCA with other duties as assigned

 

Staff Management

• Provide leadership, including mentoring, coaching, goal setting, and annual performance reviews for a team of dedicated Operations professionals
• Support direct reports through oversight of project management, communications, and data generation and analysis, with a strong contact center business lens focused on operational efficiency, service levels, and strategic decision‑making.
• Coach and provide leadership, direction, motivation, and supervision to direct reports and cultivate a culture of high performance throughout the team
• Conduct quarterly feedback sessions and yearly performance reviews based on goals and behavioral competencies

 

Qualifications

 

• Proven experience organizing and influencing multiple teams and departments, building strong relationships, and motivating people to desired outcomes and multiple work environments  
• Proven track record of developing and executing long-term growth strategies, strategic planning, and identifying new market opportunities
• Excellent verbal and written communication skills with experience presenting to leadership groups
• Expert ability to analyze market trends, financial reports, and complex datasets to guide departmental decisions
• Established ability to deliver results in a fast-paced environment  
• Demonstrated enthusiasm for operating amidst complexity and change 
• Proven ability to balance strategic thinking with driving measurable results and management excellence 
• Demonstrated expertise in data-driven decision making and continuous improvement mindset to proactively evaluate data for early identification of potential trends and opportunities to improve.
• Strong knowledge of contact center operations, policies, and practices with a firm grasp of contact center data requirements and required analysis
• Excellent judgment and sense of personal responsibility, professionalism, including and the ability to use discretion and maintain confidentiality 
• Excellent leadership, interpersonal, and team building skills 
• Ability to build strong relationships and to influence and motivate people to desired outcomes 
• Strong project management and execution skills with the ability to prioritize effectively and meet deadlines 
• Established after hours availability to support team members working 24/7/365 
• Availability for on-site attendance at meetings and trainings as requested 
• Ability and willingness to travel up to 20% of the time as needed, with regular reporting to our Champaign, IL office and occasional travel to other locations.
• Flexibility to work a variable schedule for training and leadership tasks
• Exemplifies ASPCA’s core values and behavioral competencies

Language

 

• English

Education and Work Experience

 

• Bachelor’s degree or equivalent experience required; Master’s degree preferred
• Knowledge of contact center operations, including performance metrics, forecasting, staffing models, and operational analytics
• Minimum 5 years of relevant management and/or high-level operations experience
• Minimum 5 years experience in data-driven decision making
• Proven track record of successful program, operations, and staff management
• Proven success in leading cross functional teams

  

Language:

English (Required)

Education and Work Experience: