[Remote] Senior Director, Contact Center Strategy (Regional Remote)

Note: The job is a remote job and is open to candidates in USA. ASPCA is the leading animal poison control service in North America, dedicated to serving pet parents and the veterinary community. They are seeking a Senior Director, Contact Center Strategy to oversee data governance, analysis, and performance insights for Poison Control, Member Support, and Client Support, driving continuous operational improvement aligned with strategic goals.ResponsibilitiesEstablish a data‑driven operating model using advanced analytics and insightsProvide statistical data models and analyses to evaluate contact center performance in alignment with performance goals, financial targets, the strategic plan, and individual projectsTranslate business objectives into actionable roadmaps for service delivery, workforce, and technologyProactively analyze daily, weekly, monthly, annual, and year over year data for potential trends and communicate findings and recommendations to appropriate stakeholdersDesign and continuously improve end‑to‑end customer journeys across all channelsCollaborate with key stakeholders to optimize capacity, service, and gainProactively identify areas of opportunity to optimize performance, communicate needs, collaborate with stakeholders to implement change, and measure impact of change for clients and staffDevelop and lead implementation of strategies to sustain program competitive advantageDrive ROI-focused decision making by evaluating staffing models, technology investments, and operational initiatives to balance client and staff experience, team effectiveness, and financial sustainabilityCollaborate with the VP leadership and other departmental leaders to develop and maintain strategic plansPrepare and present complex strategy and performance insights to various audiencesCollaborate with leaders to explore, test, and implement strategies designed to sustain long term departmental goalsDrive strategies for scalability, retention, engagement, and upskillingEnsure technology investments deliver measurable business value, not just feature adoptionDefine executive‑level dashboards and operational scorecardsUse predictive and diagnostic analytics to influence staffing, policy, channel strategy, and customer outcomesLead readiness for audits, incident response, and business continuity planningInfluence across functions (IT, Product, Legal, Compliance, People, Finance) without direct authorityCollaborate on cross-departmental teams to enhance contact center services for staff, clients, and donorsApply structured change management approaches to ensure adoption and sustainabilitySupport 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‑makingMaintain proficiency with systems that report the data, including case management, telephony, workforce management (WFM), and supplemental systems and tools used by the contact center teamsBalance service quality with fiscal responsibility and productivity targetsParticipate as a senior leader in departmental and organizational meetingsAssist the ASPCA with other duties as assignedProvide leadership, including mentoring, coaching, goal setting, and annual performance reviews for a team of dedicated Operations professionalsSupport 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‑makingCoach and provide leadership, direction, motivation, and supervision to direct reports and cultivate a culture of high performance throughout the teamConduct quarterly feedback sessions and yearly performance reviews based on goals and behavioral competenciesSkillsProven experience organizing and influencing multiple teams and departments, building strong relationships, and motivating people to desired outcomes and multiple work environmentsProven track record of developing and executing long-term growth strategies, strategic planning, and identifying new market opportunitiesExcellent verbal and written communication skills with experience presenting to leadership groupsExpert ability to analyze market trends, financial reports, and complex datasets to guide departmental decisionsEstablished ability to deliver results in a fast-paced environmentDemonstrated enthusiasm for operating amidst complexity and changeProven ability to balance strategic thinking with driving measurable results and management excellenceDemonstrated expertise in data-driven decision making and continuous improvement mindset to proactively evaluate data for early identification of potential trends and opportunities to improveStrong knowledge of contact center operations, policies, and practices with a firm grasp of contact center data requirements and required analysisExcellent judgment and sense of personal responsibility, professionalism, including and the ability to use discretion and maintain confidentialityExcellent leadership, interpersonal, and team building skillsAbility to build strong relationships and to influence and motivate people to desired outcomesStrong project management and execution skills with the ability to prioritize effectively and meet deadlinesEstablished after hours availability to support team members working 24/7/365Availability for on-site attendance at meetings and trainings as requestedAbility 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 locationsFlexibility to work a variable schedule for training and leadership tasksExemplifies ASPCA's core values and behavioral competenciesBachelor's degree or equivalent experience required; Master's degree preferredKnowledge of contact center operations, including performance metrics, forecasting, staffing models, and operational analyticsMinimum 5 years of relevant management and/or high-level operations experienceMinimum 5 years experience in data-driven decision makingProven track record of successful program, operations, and staff managementProven success in leading cross functional teamsBenefitsAffordable 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.Company OverviewThe ASPCA (The American Society for the Prevention of Cruelty to Animals) is the first animal welfare organization established in North America and serves as the nation’s leading voice for animals. It was founded in 1866, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is http://www.aspca.org/.