n \nRole summary\n \nThe Senior Director owns the operational health and strategic direction of the East Coast contact center team at scale, running a large, multi-layer operation as a coherent system, and serve as a primary voice for the unified contact center organization across the enterprise.\n \nReports to: Vice President, Member Contact Center.\n \nScope of operation \n \nA large regional operation of approximately 450 hybrid and WFH staff, headquartered in Chelmsford, MA, spanning multiple senior leader cohorts and layers, operating a hybrid model; the role carries heightened enterprise visibility given its proximity to other executives and its time zone displacement from the west coast offices.\n You'll be a primary voice for the unified contact center, turning member-pain patterns into insights and actions for our shared services and product organizations and carrying our perspective into executive rooms.\n \nWho thrives here \n \nLeaders who are obsessive about the member experience and about the integrity of the operation they run; who have built leaders of leaders; who can carry a function's voice to executives; and who lead change without losing the who are experiencing the change.