Executive Director, Enterprise Contact Center of Excellence

Job Description

Division Chair, Enterprise Contact Center | Mayo Clinic

The Tone:
This is a hybrid position at Mayo Clinic, located within 100 miles of a Mayo Clinic campus for occasional on-site expectations. Mayo Clinic is a leading healthcare organization focused on integrated patient care, education, and research. This critical leadership role is responsible for shaping the strategic direction and operational excellence of Mayo Clinic’s enterprise contact center, directly impacting patient and customer engagement, access, and service delivery across the organization.

The TL;DR
• Role: Division Chair
• Location: Hybrid, within 100 miles of a Mayo Clinic campus

• Mission: Leads the strategic vision, governance, and operational excellence for Mayo Clinic’s enterprise contact center and customer engagement capabilities.
• Tech Stack: CCaaS, omnichannel engagement, AI, CRM, analytics, Epic integration, cloud platforms, automation technologies

What You’ll Actually Do
• Guide Strategic Vision: Provide strategic leadership for Mayo Clinic’s Enterprise Contact Center of Excellence, driving the vision, governance, and operational excellence of enterprise contact center and customer engagement capabilities.
• Develop Enterprise Roadmap: Lead the development and execution of the enterprise roadmap, establishing governance frameworks, standards, and performance expectations for contact center operations.
• Advise Executive Leadership: Advise executive leadership on strategic priorities, transformation initiatives, and investment decisions to advance enterprise capabilities that enhance customer and patient engagement.
• Champion Capability Enhancement: Advance enterprise capabilities that improve customer and patient engagement, access, workforce effectiveness, service delivery, and operational performance through scalable architecture and best practices.
• Oversee Technology Strategy: Serve as the business steward for contact center platforms and technologies, partnering with Digital and Information Technology leaders to guide platform strategy, innovation, AI-enabled capabilities, and analytics.

The Must-Haves
• Background: Master’s degree or other advanced degree in business, healthcare administration, or a related discipline, with progressive leadership experience in enterprise operations.
• Experience: 15 years of progressive leadership experience in enterprise operations, customer engagement, governance, digital transformation, business architecture, operational excellence, enterprise governance, or contact center leadership. Proven success leading enterprise-wide transformation and organizational capability development, influencing executives, building consensus, and leading change in highly matrixed organizations.
• Skills: Strategic leadership, enterprise governance framework development, operational excellence, digital transformation, business architecture, change management, executive advisory, and performance measurement.
• Bonus: Healthcare experience, particularly in patient access, customer engagement, or contact center operations. Experience leading enterprise technology strategy and platform governance. Deep knowledge of CCaaS, omnichannel engagement, AI, CRM, analytics, Epic integration, cloud platforms, and automation technologies. Experience in other highly regulated, customer-centric industries. Relevant professional certifications (Lean Six Sigma, COPC, ITIL, PMP, etc.).