Division Chair, Enterprise Contact Center

Responsibilities

This is a hybrid position and must be located within 100 miles of a Mayo Clinic campus for occasional on-site expectations based on business needs. 

Provides 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. Leads the development and execution of the enterprise roadmap, establishes governance frameworks, standards, and performance expectations, and advises executive leadership on strategic priorities, transformation initiatives, and investment decisions.

Advances enterprise capabilities that enhance customer and patient engagement, access, workforce effectiveness, service delivery, and operational performance through scalable business architecture, operating models, and best practices. Serves 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, analytics, and experience improvements.

Drives organizational maturity, continuous improvement, and change management initiatives while establishing enterprise performance measures, benchmarking, and executive reporting. Ensures business capabilities and technology investments deliver measurable improvements in access, customer experience, efficiency, quality, and overall organizational value.

Qualifications


Required:
Master's degree or other advanced degree in business, healthcare administration or a related discipline and 15 years of progressive leadership experience in enterprise operations, customer engagement, governance, digital transformation, business architecture, operational excellence, enterprise governance, or contact center leadership required. Proven success leading enterprise-wide transformation and organizational capability development. Demonstrated ability to influence executives, build consensus, and lead change in highly matrixed organizations.
Preferred:
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.).
Authorization to work and remain in the United States, without necessity for Mayo Clinic sponsorships now, or in the future (for example, be a U.S. Citizen, national, or permanent resident, refugee, or asylee). Mayo Clinic does not participate in the F-1 STEM OPT extension program.


Site Description


Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. 


Equal Opportunity


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law".  Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.