Sr Director, Intake Customer Care

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team!

LifeStance Health Values

• Belonging: We cultivate a space where everyone can show up as their authentic self.

• Empathy: We seek out diverse perspectives and listen to learn without judgment.

• Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it.

• One Team: We realize our full potential when we work together towards our shared purpose.

ROLE OVERVIEW

LifeStance Health is seeking a dedicated and results-oriented Senior Director of Customer Care to lead the daily operations of our large-scale contact center. This pivotal role is responsible for ensuring exceptional customer service standards, aligning operational processes with organizational goals, and fostering a culture of excellence.

The ideal candidate will excel in strategic planning, KPI management, and staff development, leveraging these skills to enhance the patient experience and drive operational efficiency. With a focus on collaboration across departments, this role plays a critical part in delivering seamless, patient-centered service while meeting the evolving needs of a growing organization.

If you are a visionary leader with a passion for customer care and a proven track record of success in contact center operations, we encourage you to apply and help us redefine excellence in behavioral healthcare support.

SCHEDULE: Monday - Friday 8:00am-5:00pm

COMPENSATION: $109,000.00-$125,000.00/annually, with additional annual bonus potential

RESPONSIBILITIES

• Operational Leadership: Direct and oversee the daily operations of the contact center ensuring adherence to quality standards and customer service protocols that are sensitive to behavioral health needs.

• Strategic Planning & Execution: Develop and execute strategies to improve efficiency, customer satisfaction, and operational effectiveness, continuously adapting to evolving needs and driving change management.

• Team Development & Leadership: Lead and mentor managers, empowering them to coach and develop frontline agents while fostering a collaborative, performance driven, inclusive, and high-performing culture.

• Performance Management: Define, track, and analyze KPIs (e.g., call resolution, wait times, customer sentiment) to assess performance and implement improvements.

• Operational Strategy Development: Determine and drive operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis. Research industry trends and innovations, and proactively apply new techniques and technologies to improve operations.

• Data Driven: Leverage data analytics and reporting to extract actionable insights that inform strategies, improve effectiveness, and drive operational improvements.

• Process Improvement: Identify inefficiencies in workflows and implement solutions to enhance productivity, quality, and operation efficiency.

• Customer Experience Optimization: Develop and implement strategies to improve customer satisfaction and retention, ensuring a seamless patient-focused journey.

• Cross-Functional Collaboration: Partner with internal teams such as operations, IT, marketing, and care delivery to align customer care initiatives with broader organizational goals.

• Compliance & Risk Management: Ensure all operations comply with regulatory standards, including PCI, HIPAA, and mental health data privacy requirements.

• Budget and Resource Management: Manage staffing budgets and partner with Workforce Management (WFM) to ensure optimal resource allocation and oversee recruitment, performance reviews, and team scheduling to meet service level expectations.

• Executive Reporting: Deliver performance updates, strategic proposals, and operational insights to senior leadership.

• Organizational Alignment: Build strong relationships with internal stakeholders to execute key strategies and support organizational transformation.

• Workplace Culture: Foster a positive, inclusive, and high-performing work environment that motivates the team and aligns with LifeStance Health’s mission and values.

SKILLS & EXPERIENCE

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field, preferred.

• Minimum of 7 years in contact center operations, with at least 5 years in a leadership role.

• Proven experience in managing teams in a fast-paced, high-volume environment, preferably in healthcare or a related industry.

• Strong proficiency in contact center platforms, EHRs, and telephony systems.

• Advanced knowledge of contact center metrics, workforce management tools, and data analysis.

• Demonstrated ability to lead, develop, and motivate teams to achieve and exceed goals.

• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture. 

• Experienced with standardizing workflows across multiple regions to achieve operational consistency and improve scalability.

• Expertise in change management and driving cultural and operational improvements.

• Strong emotional intelligence, adaptability, and a proven ability to lead through organizational change

• Excellent communication, presentation, and interpersonal skills.

• Strategic thinking with strong problem-solving and decision-making abilities.

• Familiarity with healthcare regulations, including HIPAA compliance, preferred.

LifeStance provides the compensation range and benefits that it in good faith believes it might pay and/or offer for this position. LifeStance reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity and Inclusion at LifeStance.

Benefits
As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.