Head of Contact Center Operations - Remote

Company Overview

The Compliance Services Organization didn't exist. We built it.

MP1 Solutions pioneered the Compliance Services Organization (CSO) — a new category of operating partner built to replace the fragmented vendor model that has defined compliance programs for decades. Built on the foundation of MedPro Disposal, the nation's largest privately-held medical waste company serving 35,000+ providers across 48 states over the past 15 years, MP1 Solutions extends that operational infrastructure, vendor network, and customer trust into a category we're actively building — and leading. We're doing it with a technology-forward approach, actively developing the AI infrastructure that will make this model smarter, faster, and more scalable as we grow.

What we do: We operate as the single compliance partner for non-acute healthcare facilities — consolidating every obligation into one coordinated program, assigning one dedicated account manager as the point of accountability, and actively managing the underlying vendor ecosystem through continuous evaluation, negotiation, and optimization on the practice's behalf.

Why it matters: Regulated facilities across the country are managing compliance the same fragmented way they always have. We're changing that — and we're looking for people who want to help build what comes next.

Our technology: We're actively building the AI infrastructure that sits behind this model — automating compliance tracking, surfacing risks before they become problems, and creating a system that gets smarter with every client we add. If you want to build at the intersection of compliance and technology, you're in the right place.

Our impact: Our clients never have to worry about something falling through the cracks — obligations are coordinated, tracked, and documented in one place. We audit costs, eliminate overcharges, and deliver proof of compliance that always keeps practices inspection ready. Every client has one dedicated account manager who owns their program end to end. And unlike a traditional vendor relationship, our model is designed to get better over time — continuously re-evaluated, optimized, and improved with every client we serve.

Position Overview:
The Head of Contact Center Operations is the senior execution leader of MedPro and MP1's contact center — the person who makes the operation run, improves it continuously, and manages the managers who manage the floor. You report to the VP of Operations and translate their strategic direction into daily operational reality.

This role sits at the intersection of operator and thought partner. You have done this before: run high-volume, multi-channel service environments, built capacity plans between labor and systems, designed operating models from the ground up, and led teams through system migrations without losing service continuity. You are not here to hold the org steady — you are here to elevate it.

Where the VP of Operations sets the vision, you own delivery. When the VP of Operations needs to present performance to the COO, the data, the narrative, and the operational confidence behind it come from you. When the organization needs its service processes redesigned, its CRM environment assessed, or its team structure rebuilt — that work belongs to you.

Key Responsibilities:
Multi-Layer Team Leadership & People Development
• Lead, coach, and develop Operations Managers and Team Leads — you manage the managers, and they manage the floor. Build leaders who build others.
• Establish clear performance expectations, coaching cadences, and accountability frameworks across all leadership levels — weekly 1:1s, call calibrations, structured performance reviews, and real-time feedback loops.
• Drive workforce planning and capacity modeling: design the right staffing structure between labor, channels, and volume patterns — not just fill headcount, but engineer capacity.
• Build succession plans and internal development pathways that reduce external hiring dependency and create a promotion pipeline from within.
• Own recruitment strategy for the operations team in partnership with HR — attract, hire, and retain the caliber of leader and frontline talent that the CSO model demands.
• Foster a performance culture aligned to MedPro's values: Do the Right Thing, Figure It Out, Win as a Team, and Accountability & Ownership.

Operating Model Design & Service Delivery
• Assess the current state of the contact center operation — people, process, structure, channels, and systems — and translate findings into a clear-eyed redesign plan with sequenced priorities.
• Design and implement the operating model: how the team is structured, how work flows through channels, how performance is governed, and how the organization scales as the client base grows.
• Own day-to-day operational performance across all service channels — inbound and outbound voice, email, chat, and SMS — with direct accountability for SLA attainment, handle time, first-contact resolution, and quality scores.
• Build and maintain the full SOP and playbook library: every process documented, auditable, and owned. If it is not written down, it does not exist.
• Own the quality assurance framework — define rubrics, conduct or oversee audits, deliver structured coaching feedback to leads, and use quality data to drive continuous improvement.
• Manage real-time workload distribution across channels — monitor queues, adjust staffing deployment as volume shifts, and act on performance signals without waiting to be asked.

System Assessment & Service Technology Migration
• Conduct a thorough assessment of the current CRM and service technology environment — understanding what exists, what is working, what is limiting, and what migration path forward best serves the operation.
• Lead the end-to-end service system migration: requirements gathering, vendor evaluation, workflow configuration, data mapping, agent training, parallel testing, and go-live — while maintaining service continuity throughout.
• Design and configure case management workflows, escalation paths, SLA tracking, and omni-channel routing logic in the new system, aligned to MedPro's service model and client base.
• Partner with the internal technology team to ensure all system integrations — IVR handoffs, client account data, ticketing — flow cleanly from day one.
• Build post-migration operating model documentation: how cases are created, routed, resolved, escalated, and reported — so no process lives in someone's head.
• Drive full agent and Team Lead adoption: training materials, live coaching sessions, compliance monitoring, and performance metrics in the new system until it is the single active system of record.
• Design, build, and maintain IVR call flows that intelligently route clients, reduce handle time, and improve containment — build these, not just manage ones that already exist.

Performance Management, Data & Reporting
• Own the KPI framework — define the right metrics, build the dashboards, and drive accountability systems that make performance visible and improvable at every level of the team.
• Deliver structured weekly and monthly performance reports to the VP of Operations — covering channel SLA attainment, CSAT trends, quality scores, case volume, and system migration status.
• Translate floor-level data into operational decisions and clear narrative: what is driving variance, what specific action will improve it, and what the risk is if it is not addressed.
• Communicate proactively to the VP of Operations about service risks, capacity issues, and migration blockers — full transparency, solution-first framing, no surprises that should have been visible earlier.
• Identify and scope AI-assist and automation opportunities (IVR containment, agent-assist prompts, chatbot deflection) — bring the VP of Operations a prioritized business case, not just ideas.

Client Experience & Regulatory Compliance
• Own the client experience at the operational level — serving as the escalation point for complex service issues and ensuring every client interaction reflects MedPro and MP1's positioning as a true compliance partner.
• Map and continuously improve the client journey across all contact touchpoints — identifying friction, closing gaps, and driving measurable improvements in client satisfaction scores.
• Ensure operational adherence to all applicable data security, privacy, and healthcare regulatory requirements including HIPAA and related standards.
• Partner with Sales and Client Success to align operational delivery with client growth, renewal, and expansion strategies.

Qualifications:
Required
• 10–15 years of total experience in contact center operations, service delivery, or BPO leadership — with significant, demonstrable accountability for team performance, service transformation, and operational change.
• Minimum 5 years in a senior people-management role with direct accountability for multi-layer teams (managers managing managers), department-level KPIs, and operational planning. Candidates who have only managed frontline teams — and not managed managers — will not be a fit.
• Proven experience operating in high-volume, multi-channel service environments with large numbers of customer interactions across voice, email, chat, and digital touchpoints. This is an execution role — we need someone who has run the floor at volume, not just designed programs from above it.
• Demonstrated experience leading a service system migration in a live contact center — transitioning a team from a legacy CRM to a modern platform while maintaining service continuity. Salesforce Service Cloud experience is strongly preferred.
• Hands-on capacity planning expertise: ability to model the right labor structure against channel mix, volume forecasts, and SLA requirements — and build the operating model that delivers it.
• Deep IVR design and multi-channel routing experience — you have built IVR flows from scratch, configured routing logic, and measured containment impact.
• Strong analytical capability — builds and interprets dashboards, identifies performance drivers, and communicates findings clearly to senior leadership.
• Exceptional written and verbal English communication skills for daily interaction with U.S.-based leadership.
• Background in healthcare BPO, compliance services, regulated service industries, or U.S.-facing contact center operations strongly preferred.

Nice-to-Have
• Salesforce Service Cloud proficiency — case management, workflow rules, SLA configuration, omni-channel routing, and reporting.
• Experience with AI-assist tools in contact center settings: agent-assist prompts, chatbot deflection, predictive routing.
• Workforce management platform experience (NICE IEX, Verint, Calabrio, or similar).
• HIPAA familiarity and/or exposure to U.S. healthcare regulatory compliance operations.
• Track record of building or rebuilding operations within a high-growth or category-defining company.
• Six Sigma, COPC, or equivalent contact center quality certification.

Compensation & Benefits:
• Salary Range: $18-$24/hr
• Permanent work-from-home
• 40 hours per week, aligned with U.S. business hours (CST, graveyard shift).
• Fixed weekends off (Saturday & Sunday)
• Work Anniversary Bonus
• No work with pay on US Holidays
• Paid Leaves after 6 months of employment!

Basic Technical Requirements:
• Your own laptop/desktop PC with the following minimum specs: i5 5th gen and above/AMD equivalent; 8GB RAM; Mozilla or Chrome installed; Windows 10 upwards.
• A consistent and stable internet connection of at least 20Mbps
• With back-up computer, internet connection and power supply
• Noise-canceling headset/headphones
• A quiet and dedicated workspace at home

Application Process:
1. Your most updated resume.

2. Submit to all of these emails:

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Equal Employment Opportunity Statement
MedPro Disposal and MP1 Solutions are equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.