Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients.

ABOUT THE ROLE

The Process & Operational Improvement Partner, Call Center is responsible for supporting key workflow optimization projects across the Call Center, including the Care Navigation and Access Center teams. This position plays a key role in assessing current workflows, identifying inefficiencies, recommending improvements, and implementing operational changes to drive excellence across the call center. The Process & Operational Improvement Partner, Call Center will bring strong strategic, process design, and execution skills and will work closely with the Call Center Director and other teams to ensure minimal disruption and maximum operational performance.  

WHAT YOU’LL DO

• Analyze existing workflows across the Call Centers Care Navigation and Access Center teams to assess workflow and operational efficiency, service quality, and experience.  
• Identify operational gaps, redundancies, and pain points; develop actionable recommendations to streamline processes and improve performance.  
• Partner with the Call Center Director to design and implement enhanced workflows that support operational excellence and an exceptional patient and clinician experience.  
• Support critical workflow transitions, including the rollout of new systems, tools, and process improvements, to ensure seamless adoption and operational continuity.  
• Provide hands-on guidance during workflow changes, assisting Call Center Teams as needed to navigate and adopt new processes.  
• Monitor and measure the impact of workflow adjustments, identifying opportunities for continuous improvement.  
• Act as a thought partner to call center leadership, bringing an operational excellence lens to evolving business needs and future-state planning.  
• Performs other duties as needed. 

WHAT WE’RE LOOKING FOR

• Minimum of 5+ years of experience in call center operations, workflow optimization, process improvement, or related leadership roles.  
• Strong background in healthcare, telehealth, or highly regulated service industries preferred.  
• Ability to analyze and optimize call center workflows, drive operational excellence, and implement scalable solutions. 
• Ability to identify inefficiencies, design improved processes, and lead successful workflow transitions in dynamic environments.  
• Ability to manage complex projects across cross-functional teams, ensuring timely and effective execution.  
• Ability to partner with leadership teams and frontline staff to drive adoption of new workflows and best practices.  
• Strong working knowledge of CRM platforms, telephony systems, workforce management tools, and other call center technologies.  
• Highly proactive, detail-oriented, and results-driven.  
• Strategic thinker who can also roll up their sleeves to implement and support change.  

POSITION LOGISTICS

• 100% remote position
• Reports to Director, Call Center Operations
• Required to have a private office space in home or elsewhere for confidentiality

COMPENSATION AND BENEFITS

• The pay range for this role is $113,000 - $120,000 annual. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law.
• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions
• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays
• 401k