{"id":3112233,"url":"https://alion.io/job/datavant-sr-director-retrieval-operations-call-center-workforce-operations","title":"Sr. Director, Retrieval Operations (Call Center & Workforce Operations)","company":{"id":2448,"name":"Datavant","domain":"datavant.com","url":"https://alion.io/company/datavant","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":8,"ghost_share":0,"stale_share":0.875,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-27T05:46:45Z"}},"role":"HR","role_family":"HR","seniority":"head","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":181300,"max":200000,"currency":"USD","period":"year","gross":null,"usd_annual":200000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false},{"name":"Snowflake","optional":false}],"status":"live","first_seen_at":"2026-10-22T18:00:36Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-27T18:23:51Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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. \nBy joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.\nThe 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.\nThe 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.\nThis 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.\nYou will:\nDevelop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning.\nLead onshore and global provider outreach performance, establishing clear accountability for productivity, retrieval outcomes, quality, service, compliance, and cost.\nSet 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.\nLead 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.\nOwn operational adoption of new tools and workflows, measuring their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve.\nLead and develop call center and Workforce Management leaders, building a culture of accountability, coaching, collaboration, and continuous improvement.\nTranslate retrieval targets and inventory demand into outreach volumes, staffing requirements, and weekly operating plans that support project pacing, SLAs, and client commitments.\nOwn demand forecasting, scheduling, intra-week management, utilization, and plan-versus-actual capacity management. Identify gaps between required capacity, available staffing, and actual output, and drive timely corrective action.\nEstablish forecasting and capacity-planning standards and governance, improving the accuracy of demand, staffing, and productive-capacity plans over time.\nOptimize provider outreach, staffing, scheduling, and workflows to improve contact effectiveness, retrieval yield, quality, service, and workforce efficiency.\nProvide executive oversight of global outsourcing partnerships, including capacity, vendor scorecards, governance, financial performance, risk, corrective actions, and continuous improvement.\nEstablish an integrated performance model across onshore and offshore operations, with consistent KPIs, productivity expectations, governance, and accountability that account for differences in cost and operating model.\nManage operating plans, budgets, vendor spend, unit economics, and cost-to-serve, balancing retrieval goals with service, quality, compliance, capacity, and cost.\nAdvise executive leadership and partner across Operations, Product, Engineering, Finance, Client Success, Legal, Procurement, Compliance, and Technology to resolve barriers, manage risk, and advance strategic priorities.\nLead organizational change and establish standardized, scalable practices across geographically and culturally diverse teams.\nWhat you will bring to the table:\nBachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field from an accredited institution; equivalent relevant professional experience may be considered in lieu of a degree.\nAt least 10 years of progressive experience in call center operations, Workforce Management, capacity planning, vendor management, healthcare operations, or a related field.\nAt least seven years of people-leadership experience, including experience leading directors, senior managers, or other leaders of complex operational functions.\nSenior leadership experience overseeing large-scale onshore and offshore call center operations or global business process outsourcing partnerships.\nDemonstrated success setting an operating strategy and leading call center transformation, including adoption of automation or AI-enabled workflows with measurable operational results.\nHealthcare industry experience, preferably within medical-record retrieval, payer operations, health information management, or another regulated environment.\nDeep expertise in provider outreach, demand forecasting, capacity planning, staffing, scheduling, utilization, productive-capacity management, quality assurance, and performance optimization.\nDemonstrated success establishing integrated performance models, KPIs, SLAs, forecast-accuracy standards, vendor scorecards, governance practices, and corrective-action programs.\nProven ability to improve outreach efficiency, forecast accuracy, productive capacity, retrieval performance, vendor outcomes, and operating costs.\nStrong financial and analytical acumen, including experience with unit economics, cost-to-serve, budgets, vendor spend, business cases, and plan-versus-actual performance.\nExperience leading strategic vendor relationships, including contract and performance negotiations, executive business reviews, risk management, and improvement planning.\nExperience using business-intelligence tools such as Snowflake, Sigma, or Power BI, along with call center, Workforce Management, quality, telephony, CRM, or omnichannel technologies.\nExecutive presence and strong communication, change-leadership, and partnership skills, with the ability to influence senior leaders and translate complex operational and financial insights into action.\nAbility and willingness to travel up to 20% including international travel.\nWe are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.\nAt Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.\nThe range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.\nThe estimated total cash compensation range for this role is:\n$181,300—$200,000 USD\nTo ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.\nThis job is not eligible for employment sponsorship.\nDatavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. \nAt the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.\nDatavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.\nFor more information about how we collect and use your data, please review our Privacy Policy.","description_format":"text","description_chars":10438,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Revenue Cycle & Medical Billing","Health Data & Interoperability","Data Marketplaces, Sharing & Clean Rooms"],"lifecycle":[{"event":"open","at":"2026-10-22T21:14:46Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":28,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":200000,"is_top_pay":true},"html_url":"https://alion.io/job/datavant-sr-director-retrieval-operations-call-center-workforce-operations","json_url":"https://alion.io/job/datavant-sr-director-retrieval-operations-call-center-workforce-operations.json","meta":{"generated_at":"2026-10-27T18:39:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8863,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2448},"rest":"https://alion.io/mcp/rest/get_company?id=2448"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdatavant-sr-director-retrieval-operations-call-center-workforce-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdatavant-sr-director-retrieval-operations-call-center-workforce-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdatavant-sr-director-retrieval-operations-call-center-workforce-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/datavant-sr-director-retrieval-operations-call-center-workforce-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdatavant-sr-director-retrieval-operations-call-center-workforce-operations"}]}