Senior Director - Contact Center Operations, ONSITE, Marlboro or Chelmsford, MA, Full-Time

This position shapes the organization’s service vision and operational strategy for a large, multi‑layer contact center serving member's needs. It leads the development of a hospitality‑grade service culture where frontline teams are empowered to use sound judgment, recover service effectively, and deliver consistently exceptional member experiences within strong risk and compliance guardrails. Through close partnership across the enterprise, this role helps reduce friction in the member journey and enhances outcomes across the full-service lifecycle. The position ensures the operation reliably meets service commitments with excellence, empathy, and disciplined execution.