Sr. Director, Retrieval Operations (Call Center & Workforce Operations)

The posting, as Datavant wrote it

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health.

By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.

The Senior Director, Retrieval Operations (Call Center & Workforce Operations) provides strategic leadership for in-house and global provider outreach operations, Workforce Management, and capacity planning across Payer Retrieval Operations. This leader develops and executes the operating strategy, aligning resources with retrieval demand and holding internal teams and global partners accountable for productivity, quality, service, cost, and compliance.

The Senior Director leads call center and Workforce Management leaders, establishes consistent performance standards, and uses operational and financial insights to improve retrieval outcomes, workforce efficiency, vendor performance, and cost-to-serve. A central mandate is to transform the call center into a more scalable, technology-enabled operation by determining where agent-led outreach adds the most value and partnering with Product and Engineering to expand effective use of automation, AI, and other outreach channels.

This role serves as a trusted advisor to executive leadership and partners across Payer Operations, Product, Engineering, Finance, Client Success, and other functions to shape strategy, resolve barriers, and deliver change.

You will

• Develop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning.
• Lead onshore and global provider outreach performance, establishing clear accountability for productivity, retrieval outcomes, quality, service, compliance, and cost.
• Set the outreach strategy across agent-led, AI-enabled, and other channels, directing human agent capacity toward the inventory and interactions where it can have the greatest impact.
• Lead call center transformation in partnership with Product and Engineering. Identify opportunities to automate manual work, improve agent workflows, and expand the effective use of AI, self-service, and workforce technologies.
• Own operational adoption of new tools and workflows, measuring their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve.
• Lead and develop call center and Workforce Management leaders, building a culture of accountability, coaching, collaboration, and continuous improvement.
• Translate retri

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basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.

This job is not eligible for employment sponsorship.

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