Sr. Director, Contact Center

Sr. Director, Contact Center 

Company: Serenity Healthcare  

Location: Mesa, AZ (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