Vice President of Customer Care

Job Summary

A company is looking for a Vice President, Customer Care & Contact Center Shared Services.

Key Responsibilities

• Lead end-to-end servicing contact center operations across voice and digital channels
• Drive performance across key service metrics and foster a strong coaching culture
• Oversee quality assurance, workforce management, and contact center technology operations

Required Qualifications

• 12+ years of leadership experience in large-scale contact center or customer operations
• Experience leading Quality Assurance, Workforce Management, and contact center technology governance functions
• Proven experience managing multi-site and/or outsourced contact center operations
• Strong analytics orientation with a KPI-driven operating discipline
• Demonstrated success leading operational transformation initiatives at scale