Senior Manager, Patient Contact Center Operations
Mia Aesthetics ServicesUnited States
Posted October 23, 2025
Full Time
About the Company
Mia Aesthetics Services is an outpatient surgical company that specializes in plastic surgery across the United States. The company provides comprehensive training and professional development for its staff, while also offering massage therapy services to support post‑operative patients, all with the goal of making high‑quality cosmetic procedures accessible to a broad audience.
Job Description
Mia Aesthetics is seeking a Senior Manager of Patient Contact Center Operations to lead a transformation and expansion of its contact center environment. This role involves overseeing inbound and outbound communication, streamlining processes, and building a data-driven customer experience. The role will collaborate with upper leadership to develop a scalable, efficient, and high-performing contact center.
Requirements
- Designs and implements a new role to streamline inbound and outbound communication.
- Defines service-level strategies for first call resolution and customer satisfaction.
- Leads frontline managers and ensures clear expectations and performance alignment.
- Manages contact center functions, including customer service, scheduling, and lab support.
- Builds and manages real-time dashboards to monitor key metrics.
- Analyzes trends and agent performance to identify opportunities for coaching.
- Creates staffing models based on call volume, service type, and channel usage.
