Director Call Center Operations – Recipient Customer Service

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Director Call Center Operations – Recipient Customer Service

Position Spotlight:

• 10+ years of progressive leadership in high-touch call center environments, with direct oversight of frontline teams, supervisors, and operational support staff.
• Working knowledge of commercial and government insurance services related to the medical device industry
• Demonstrated success in scaling and optimizing call center performance through workforce planning, KPI management, and continuous improvement initiatives.
• Proven ability to implement customer-centric strategies and process improvement methodologies (e.g. Lean Six Sigma, etc.) to enhance service delivery, reduce call handling time, and boost customer satisfaction.

About the role

Change people’s lives and love what you do at Cochlear—the most recognized brand in hearing health care—helping people hear and be heard around the world, while being part of one of Denver Business Journal’s 2026 Best Places to Work honorees in Denver We are hiring a Director, Recipient Customer Service, a role requiring a strong commitment to operational excellence and customer satisfaction. In this role, you will be based in our Americas head office in Lone Tree, CO.

In this role, you will lead a high-performing, 100+ person contact center responsible for delivering a seamless, end-to-end customer experience across order management, technical support, and revenue enablement. You will own service performance outcomes—including service levels, quality, customer satisfaction, and operational efficiency—while partnering cross-functionally with Commercial, Reimbursement, Supply Chain, IT, and Quality to continuously improve how we serve our customers.

As a key leader within the business, you will balance strategic leadership with hands-on execution. You will define and drive a multi-year roadmap to modernize the service model—leveraging automation, AI, and process simplification—to scale operations and improve both customer and employee experiences. Success in this role requires a leader who can move quickly, remove barriers, and lead from the front—diving into operational challenges while maintaining a clear view of long-term transformation goals.

Equally important, you will build and lead a high-performance culture grounded in accountability, transparency, and empathy. You’ll coach and develop leaders, raise the talent bar, and foster an environment where teams feel supported, challenged, and empowered to deliver results. This is a highly visible role that demands strong executive presence, resilience, and a deep commitment to delivering meaningful outcomes for both customers and the business.

Key Responsibilities

Operational Leadership & Results Delivery

• Own performance outcomes across a 100+ FTE contact center, including service levels, quality, productivity, and customer satisfaction.
• Drive consistent achievement of KPIs through rigorous performance management, target="_blank">www.cochlear.us/careers to learn more.

  Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

  Application deadline: July 17, 2026