Job Description

Sr. Director, Contact Center

Company: Serenity Healthcare

Location: Provo, UT (In-office)

Travel ~25% domestic, plus international travel at least twice per year

About Serenity

Serenity Healthcare is one of the fastest-growing multi-site specialty medical platforms in the country. Founder-led, ten years in market, 1,000+ employees, 40+ clinics across multiple states, and growing 100% year over year — without PE or venture capital.

We deliver advanced, in-office medical interventions including TMS (transcranial magnetic stimulation), IV ketamine, and medication management. Our patients come to us because nothing else has worked (treatment-resistant patients), and our model is built around moving them from consult to treatment with a high-trust, education-led approach.

We are scaling fast, hiring operators who have done it before, and building a leadership bench that will carry us through the next 40 clinics — and the 40 after that.

The Opportunity

The Sr. Director of Contact Center owns the team that feeds and supports our entire clinic network. Every lead follow-up, new patient inquiry, scheduling call, established patient interaction, email, text, insurance call, and back-end patient paperwork task runs through your department.

Our contact center operation is staffed by Patient Care Coordinators across five corporate offices — Mesa, AZ; Provo and Lehi, UT; Farmers Branch, TX; and Sandy Springs, GA — with a portion of back-end support now scaling in Ghana.

This is a builder's seat. You're not running a steady-state call center, you're scaling it alongside a business that doubles every year. You will be measured on hard numbers: lead conversion, patient satisfaction, and patient retention. You will be expected to drive those numbers up, quarter over quarter, while volume climbs and the footprint expands.

What You'll Own

Operations -

• A multi-site contact center operation spanning five U.S. offices and a growing international support team in Ghana

• The full contact lifecycle of inbound and outbound calls, lead follow-up, scheduling, new patient inquiries, established patient support, email, text, insurance calls, and back-end patient paperwork

• Operational standards and accountability — consistent execution of company policies, procedures, scripts, and playbooks across every site, domestic and international

People -

• The full team of managers and supervisors and the Patient Care Coordinators underneath them

• Workforce performance — staffing, scheduling, occupancy, quality assurance, and service levels across all sites

• Talent density — recruiting, developing, and retaining top-tier contact center leaders and coordinators

Performance -

• The sales-and-service motion — coaching teams to convert leads with a consultative, education-first approach while delivering a high-quality patient experience

• KPI ownership across:

• Lead-to-visit conversion

• Patient satisfaction

• Patient retention

What Success Looks Like

• Conversion from lead to new patient visit trends up, period over period

• Patient satisfaction and retention metrics improve while contact volume grows

• Establish a manager and supervisor scorecard to drive outcomes and manage out underperforming staff timely and efficiently

• Develop managers and supervisors to run their teams with discipline, consistency, and a clear set of metrics

• The Ghana support operation is integrated, productive, and held to the same standards as domestic sites

• Balancing accountability, sales, and culture

Who We Want

• 5-10 years of director-level leadership in a call center or contact center environment

• A track record running a contact center that blended sales and customer service, not pure service, not pure sales

• Proven ability to take a contact center operation and make it measurably better with higher conversion, higher satisfaction, tighter execution

• Metrics-focused, culture-minded. You run your operation off a scorecard and you expect your leaders to do the same in a way that grows people, teams, and culture

• Excited to set a high bar and hold people to it

• Strong recruiter and developer of talent — people you've hired follow you

• Experience managing multi-site teams; experience with offshore or international support teams is a plus

• Comfortable with a consultative sales motion and coaching frontline teams to execute one

• Willing to travel ~25% domestically and internationally at least twice per year, and to work fully in-office

No prior healthcare experience required. We are sourcing for contact center leaders from any high-growth, sales-and-service environment.

Benefits

• 90% company-paid medical, dental, and vision for the employee and all dependents

• 401(k)

• 3 weeks PTO

• 10 paid holidays

• Annual company trip for the employee plus one

Location & Travel

This role is fully in-office. We prefer the Director to sit in our Provo, UT office.

Expect approximately 25% domestic travel to check in across all five contact center sites, plus i nternational travel at least twice per year to support the Ghana operation.

Serenity Healthcare is an equal opportunity employer. Employment is contingent on a background check and drug screening.