Vice President of Contact Center

Job Summary

Leading enterprise-wide strategies, the full-time remote Vice President of Contact Center will drive member experience and operational transformation across all contact center channels while partnering with senior leadership to align engagement with business objectives.

Key Responsibilities

• Lead strategic planning and transformation of contact center operations to align with enterprise goals
• Drive enterprise-wide member experience through phone, chat, and email channels
• Develop and implement innovative solutions to improve service delivery, operational efficiency, and member satisfaction

Required Qualifications

• Bachelor's degree required; advanced degree preferred
• 10+ years of experience in contact center leadership or related fields
• Proven success in leading enterprise-level service and operations initiatives
• Certifications in financial services, coaching, or process improvement preferred
• Strong strategic thinking, business acumen, and executive communication skills