Develop and execute an integrated customer operations strategy that maximizes retention, acquisition, satisfaction, and lifetime value across all customer segments and channels.
Oversee inbound contact center operations supporting account management, retention, troubleshooting, and specialty queues.
Lead new customer acquisition operations across contact centers, digital channels, and queues to deliver scalable, high-quality sales outcomes.
Own the enterprise 3rd-party vendor management strategy, including performance management, cost optimization, CX outcomes, risk mitigation, and compliance.
Provide dedicated leadership and operational support for Communities and multifamily environments, partnering with internal teams and external stakeholders.
Lead operational execution of strategic initiatives, ensuring disciplined implementation, change adoption, and measured outcomes.
Set enterprise CX standards across internal and partner operations, driving consistency and excellence across all channels.
Lead, inspire, and develop a high-performing executive team, fostering collaboration, inclusion, and accountability.

15+ years of progressive leadership experience in large-scale customer operations, contact centers, sales, or service environments.
Proven success leading complex, multi-function organizations with both internal and external workforces.
Strong experience in contact center leadership, vendor management, workforce strategy, CX transformation, and data-driven decision-making.
Demonstrated ability to partner across functions and influence senior leaders to deliver enterprise outcomes.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the benefits summary on our careers site for more details.

Senior Vice President, Customer Service Operations

Key skills