Director I, Customer Care

Elevance Health

Director leading contact center, clinical, and claims operations for Elevance Health’s Puerto Rico healthcare solutions business. Managing teams, budgets, performance metrics, and transformation initiatives.

Posted 8/11/2026full-timeMayagüez • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing contact center operations, ensuring compliance with regulations, and driving performance metrics. Proficient in workforce planning and resource allocation while fostering employee engagement and customer satisfaction.

Highest-signal resume keywords

Leadership ExperienceBilingual in English and SpanishContact Center ManagementHealthcare Industry ExperienceChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operations ManagementWorkforce PlanningResource AllocationBudget ManagementPerformance MetricsPolicy DevelopmentCompliance ManagementSupervisory ExperienceProject ManagementChange Management

Soft Skills

CoachingCounselingEmployee EngagementCommunicationTeam Leadership

Certifications & Qualifications

BA/BS Degree

Industry Keywords

Contact CenterHealthcareCustomer SatisfactionQuality AssuranceService Levels

About the role

Key responsibilities & impact

Direct operations of multiple functions, primarily contact center, clinical, and claims
Direct operations of offices in different geographic locations as needed
Establish and oversee department policies and procedures
Drive performance against service levels, quality, productivity, customer satisfaction, and employee engagement metrics
Lead change management and transformation initiatives supporting business expansion and evolving customer needs
Manage workforce planning, resource allocation, and operational budgets
Hire, train, coach, counsel, and evaluate direct reports
Manage special projects and ensure compliance with state and federal regulations
Travel to different office locations as needed

Requirements

What you’ll need

BA/BS required, or equivalent combination of education and experience
7–9 years of professional leadership experience
Fully bilingual in English and Spanish; must read, write, and speak both proficiently
Minimum 4 years of supervisory experience in a call center environment highly preferred
Prior contact center experience preferred
Healthcare industry experience strongly preferred
Must be located near a CGS office in Mayagüez or San Juan, Puerto Rico, unless an accommodation is granted
Must be available to travel to different office locations as needed
Must work first shift, Monday through Friday; additional hours, weekends, or holidays may be required based on operational needs

Benefits

Comp & perks

Merit increases
Paid holidays
Paid Time Off
Incentive bonus programs
Medical benefits
Dental benefits
Vision benefits
Short-term disability benefits
Long-term disability benefits
401(k) with match
Stock purchase plan
Life insurance
Wellness programs
Financial education resources
Virtual-work flexibility