Senior Director, Contact Center

Position Summary

The Senior Director, Contact Center, provides strategic leadership and ensures operational excellence for the Association’s 24/7 Helpline, which supports people living with dementia, care partners, and families around the clock. The Senior Director is responsible for overall operations, staffing, clinical oversight, and technology to ensure high-quality results and exceptional experience for Association constituents by providing thorough information, resources, and consultation.

As the Contact Center enters a period of significant change, this leader will own the multi-year technology roadmap, guiding the continued expansion of AI-enabled operations, while leading staff through change and ensuring that human connection, clinical quality, and responsible AI use remain at the center of the constituent experience.

Essential functions and responsibilities include, but are not limited to:

Provide strategic leadership and planning for a 24/7 Contact Center of 120+ employees, with a view toward continuous growth, process improvement, and innovation to meet the changing needs of the Association and the people it serves.

Own and lead execution of the Contact Center’s 3–5 year technology roadmap, including the continued expansion of AI capabilities; define priorities, success measures, and phased implementation; and report progress and outcomes to executive leadership.

Lead staff and managers through organizational change, including change management, communication, and professional development, so that employees feel supported, equipped, and engaged as the Contact Center evolves.

Lead the management team, including constituent experience, training, clinical, quality management and reporting, and workforce management, ensuring outstanding service delivery as measured by quality monitoring, service level, abandon rate, schedule adherence, and other measures of quality and productivity. Provide direction, coaching, mentoring, accountability, and professional growth, and develop teams to apply best practices in training, clinical supervision, forecasting, scheduling, and workforce optimization.

Partner with IT, vendors, and other Association departments to evaluate, select, implement, and optimize scalable contact center and AI technology, including telephony, AI-enabled tools, call recording and quality monitoring, reporting and analytics, and workforce management, ensuring systems are secure, integrated, current, and able to meet evolving needs.

Ensure an effective quality assurance plan and responsible AI oversight. Maintain regular monitoring of and feedback to staff, timely monthly reporting and performance analysis, and team calibration. Establish human review, monitoring, escalation protocols, and performance standards for AI-handled interactions consistent with the Association’s AI Usage Guidelines, data privacy requirements, and clinical standards.

Ensure high-quality, constituent-focused service for people who contact the Helpline 24 hours a day, 365 days a year, across a blended model of human and AI-enabled service, with seamless handoffs and timely access to clinically trained staff when needed.

Communicate vision and innovation to staff, executive leadership, and stakeholders, demonstrating in-depth understanding of contact center and AI best practices, constituent needs, and Association goals, and building trust in the Contact Center’s approach to AI.

Develop and manage budgets totaling $8+ million, including investment planning and business cases for AI and technology initiatives, balancing high-quality service with effectiveness, accountability, and stewardship.

Perform other duties as assigned.

Bachelor’s degree or higher required; master’s degree preferred.

10+ years of experience in a contact center, including 5+ years in senior leadership of a large, complex operation.

Demonstrated experience leading or significantly contributing to the implementation of AI, automation, or conversational technology in a contact center or comparable service environment.

Preferred: experience in a 24/7 operation and in a healthcare, nonprofit, helpline, or crisis/clinical support setting.

Knowledge, Skills and Abilities

Prolonged periods of sitting at a desk and working on a computer.

Ability to work for extended periods at a computer and participate in virtual and in-person meetings.

Must be able to lift up to 10 pounds at times

Must be able to push/pull to 10 pounds

Ability and willingness to travel up to 10%, as needed

Title: Sr Director, Contact Center

Position Location: US Remote base

Full time

Position Grade & Compensation: Grade 512 The Alzheimer's Association’s good faith expectation for the salary range for this role is between $150,000 – $175,000. This position is eligible for a bonus based on both individual and organizational performance, up to 6%.

Reports To: VP, Care and Support

Who We Are

The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia– by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.

The Alzheimer’s Association announced a landmark $100 million investment in research for 2023. This unparalleled commitment is illustrative of the momentum we are building in dementia research — our investments today will lead to breakthroughs tomorrow.

At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.

We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer’s, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.

At the Alzheimer's Association®, we believe that diverse perspectives are critical to achieving health equity — meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer’s and dementia.

The Alzheimer’s Association commitment remains steadfast in engaging all communities in our full mission. The Association provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment to the fullest extent required by law, including, but not limited to, on the basis of race, color, religion, age, sex, national origin, gender identity, disability status, genetics, protected veteran status, sexual orientation, or any other legally protected characteristic.

Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan. Please click HERE for more information.

Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.

Qualified Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act at the Alzheimer's Association.

The Alzheimer's Association will conduct an individualized assessment of the material job duties of this job include working with vulnerable communities which the employer may reasonably believe that Criminal History may have a direct, adverse and negative relationship for the safety of the community.

The background check will include searches for: social security person search, public reports, county & federal criminal reports, multi-jurisdictional, sex offender database, NSOPW national sex offender, education, employment history, motor vehicle or driving history, and reference checks.

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