Location: Burlington, NC or Durham, NC

This hybrid position offers a balanced schedule of a minimum of three in-office days at an assigned location to be either Burlington or Durham, NC, supporting both collaboration and flexibility.

We’re virtualizing our contact centers into one modern, customer‑centric Clinical Contact Center (CCC). As the owner of our enterprise case management platform, you will set the product vision and roadmap, standardize and optimize end‑to‑end processes, and drive adoption of technology, automation, and AI to improve customer and employee experiences, operational resilience, and enterprise efficiency.

Key Responsibilities

• Own the CCC enterprise case management product strategy, roadmap, standards, and governance.
• Lead end‑to‑end process design (intake, routing, triage, escalation, resolution, knowledge) and enterprise case management system SOPs.
• Define and optimize workflows, automations, routing rules, and case taxonomy; partner with IT/admins to deliver enhancements.
• Translate business needs into technical requirements and oversee integrations (CRM, telephony, WFO/COE, QA, knowledge, WFM).
• Enable AI‑driven capabilities (e.g., auto‑triage/classification, summarization, agent assist) aligned to governance/ethics.
• Establish KPIs and dashboards; analyze trends to improve productivity, quality, and customer experience.
• Lead change management and cross‑functional alignment with operations, divisional leaders, IT, analytics, vendors, and compliance.
• Maintain platform documentation, decision frameworks, and knowledge assets; drive feature adoption and best practices.

Required Qualifications

• 7+ years in product management, business process ownership, contact center operations, or enterprise support systems.
• Hands‑on leadership of case management/CRM platforms (e.g., ServiceNow, Salesforce Service Cloud, Zendesk, Freshservice).
• Demonstrated success standardizing processes and improving operations across multi‑site/divisional environments.
• Strong workflow/automation design skills; familiarity with integrations (APIs, webhooks).
• Data‑driven; able to define KPIs and turn insights into measurable improvements.
• Excellent communication and stakeholder influence; effective in matrixed, change‑heavy settings.

Preferred

• Experience in large‑scale contact center transformation, shared services, or healthcare/regulated environments.
• Exposure to AI‑enabled service, automation, and digital experience tools.
• Certifications: Lean/Six Sigma, Agile/Scrum, PMP (or equivalent).
• Vendor/outsourcing management experience.

Success Indicators

• Higher FCR, lower AHT, fewer escalations/rework; improved CSAT/NPS and routing accuracy.
• Consistent, standardized workflows and strong adoption of automations across divisions.
• Roadmap milestones delivered on time with clear business impact.
• Effective AI/automation integration and actionable performance insights for leaders.

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here.

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

We encourage all to apply

If you are an individual with a disability who needs assistance using our online tools to search and apply for jobs, or needs an accommodation, please visit our accessibility site or contact us at Labcorp Accessibility. For more information about how we collect and store your personal data, please see our Privacy Statement.