Senior Director, 211 Contact Center

Job Description

Job Description

United Way of Greater Cleveland is seeking an experienced operational leader to oversee its 2-1-1 Contact Center, a vital community resource connecting people to support and opportunity.

The ideal candidate is a results-driven leader who ensures efficient operations, outstanding customer service, and strong business planning while driving innovation across 2-1-1’s multi-channel service model. This role oversees day-to-day operations, team performance, and quality assurance, and leads efforts to modernize 2-1-1 by leveraging emerging technologies — including AI and digital tools — to expand access and enhance the client experience.

Purpose of Position

The Senior Director of 2-1-1 ensures operational excellence, exceptional customer service, and continuous improvement across the United Way of Greater Cleveland’s 2-1-1 Contact Center, a critical community resource connecting individuals and families to support and opportunity.

This role combines operational management with business planning and organizational leadership. The Senior Director is responsible for ensuring efficient daily 24-hour operations, workforce and budget management, and the consistent delivery of a high-quality client experience. The position also leads efforts to modernize 2-1-1, leveraging technology, data, and emerging tools such as artificial intelligence to expand service delivery beyond the traditional contact center model.

Key ResponsibilitiesOperational Leadership & Service Excellence

• Oversee daily operations of the 24-hour 2-1-1 contact center to ensure consistent, high-quality, and timely service delivery.
• Implement operational processes and performance metrics to improve efficiency, responsiveness, and customer satisfaction.
• Lead quality assurance, compliance, and data integrity efforts in line with AIRS standards and contract requirements.
• Maintain and improve systems, policies, and workflows that support a seamless client experience.

Team Management & Development

Technology & Continuous Improvement

Business Planning & Financial Management

Customer & Partner Relations

Emergency & Continuity Planning

Qualifications

Skills & Competencies

Work Environment

UWGC is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, creed, disability, veteran status, advanced education, marital status, age, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin or ancestry, genetic information, and other legally protected characteristics, in accordance with applicable laws.