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As a key member of the Consumer Experience senior leadership team, this role is expected to be a fluent advocate and transformation lead for the broader consumer experience strategy at Ascension.
Directly oversee the contact center and elevate enterprise-wide standards for call handling performance.
Build and lead a mission-aligned team while deploying AI and automation at scale to accelerate appointment growth, enhance access to care, and enable talent to manage complex consumer needs.
Accountable for driving efficient growth, optimizing cost structures, leveraging advanced AI, elevating team capabilities, and delivering superior service across all consumer voice and chat-based interactions.
Qualifications
Associate's degree/Bachelor's degree with 7 years of applicable cumulative job specific experience required, with 4 of those years being in leadership/management.
Master’s degree preferred.
15+ years leading large-scale contact centers or customer operations.
Demonstrated ability to inspire and retain a distributed/remote workforce of 500+ FTEs.
Success in deploying AI, automation, and digital enablement at scale within a complex organization.
Experience managing $40M+ operating budgets with strong financial acumen.
Ability to independently set priorities, take appropriate risks, and present to seniormost leadership without oversight.
Capable of turning complex operational data into clear, actionable stories for executive leadership.
Skilled at building strong relationships, consensus, and driving cross-functional alignment in a large, matrixed environment.
Requirements
Oversee the Consumer Experience (CX) team and develop and implement innovative new and reimagining underperforming experiences.
Develop strategies, test business cases, and deliver for specific experience attributes such as the transformation of billing and other experiences.
Foster the development of innovative ideas and practical solutions to create new experiences.
Serve as a change agent and motivate others to explore advancements that serve consumers, associates, and the bottom line.
Oversee market efforts for large-scale consumer-facing technology implementations.
Ensure strategic and operational plans, communications, and other activities across market lines of business are aligned and intentional.
Build and lead a high-performing, mission-aligned team of 700+ employees.
Advance consumer experience across the care continuum.
Lead the shift to an AI-first contact center by deploying automation and AI-enabled agents.
Expand centralized scheduling and standardize practices across markets to drive appointment growth.
Ensure empathetic, high-quality call experiences while maintaining operational resilience.
Benefits
Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options.
Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance.
Time to recharge: pro-rated paid time off (PTO) and holidays.
Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning.
Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources.
Family support: parental leave, adoption assistance and family benefits.
Other benefits: optional legal and pet insurance, transportation savings and more.
