Accountable for driving operational execution and excellence by managing capacity effectively, enhancing automation, and developing a modernized workforce.
Responsible for ensuring these efforts are in alignment with the strategy and omnichannel initiatives within Distribution and Service.
Owns and drives comprehensive workforce management and capacity planning for multiple, national multi-channel contact centers, to include third party contact center channels.
Serves as the primary executive sponsor and integration leader for all strategic and operational initiatives focused on contact center innovation, transformation, and performance enhancement.
Collaborates with and influences the Association’s member complaint team to identify, evaluate, and implement customer contact resolutions.
Leads the development and execution of the comprehensive third-party contact center strategy, establishing robust training programs.
Designs, implements and manages scalable performance dashboards to inform and achieve targeted operational performance standards.
Acts as a key trusted executive partner, influencing and building strong relationships with stakeholders, senior leadership, and cross-functional partners.
Continuously monitors and analyzes market economic conditions, industry and regulatory trends, and competitive landscape.

Bachelor’s Degree OR 4 years of related experience may be substituted in lieu of degree.
10 years of progressive leadership experience in program or project management, process improvement, consulting for large strategic efforts or multi-channel operations.
At least 5 years of leadership experience in Property and Casualty or Financial Services Industry supporting medium to large-scale and/or multi-site contact centers.
8 years of people leadership experience in building, managing and/or developing high-performing teams.
Full life cycle experience managing strategic and operational programs, including translating complex business strategies and vision into executable business process and technology plans.
Experience delivering member or customer facing capabilities in a complex multi-channel, multi-product, integrated system environment.
Extensive experience presenting information and building relationships with executive management.
Demonstrated experience operating in a highly regulated environment, preferably in financial services/insurance industry to include knowledge of laws such as Reg W and Anti-Trust laws.
Comprehensive knowledge of agile methodology to include project management and prioritization skills and demonstrated application of knowledge, skills, and abilities towards work products.

VP, Contact Center Support – Optimization

Key skills