# Sr. Director, Contact Center > Serenity Mental Health Centers · Phoenix, United States · Full-time · Posted 2026-07-01 **Workplace:** on_site **Department:** Directors ## Description **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   - Strong recruiter and developer of talent — people you've hired follow you  - Experience managing multi-site teams; experience with offshore or international support teams is a plus  - Comfortable with a consultative sales motion and coaching frontline teams to execute one  - Willing to travel ~25% domestically and internationally at least twice per year, and to work fully in-office  **No prior healthcare experience required.** We are sourcing for contact center leaders from any high-growth, sales-and-service environment.  **Benefits**  - 90% company-paid medical, dental, and vision for the employee and all dependents  - 401(k)  - 3 weeks PTO  - 10 paid holidays  - Annual company trip for the employee plus one  **Location & Travel**  This role is fully in-office. We prefer the Director to sit in our Mesa, AZ office. Expect approximately **25% domestic travel** to check in across all five contact center sites, plus i**nternational travel at least twice per year** to support the Ghana operation.  Serenity Healthcare is an equal opportunity employer. Employment is contingent on a background check and drug screening. ## Apply [Apply at Serenity Mental Health Centers](https://apply.workable.com/serenity-mental-health-centers/j/BF996BB49F/apply) --- Powered by [Workable](https://www.workable.com)