VP, Contact Center

Key Responsibilities

• Lead all contact center operations, including inbound sales, guest services, outbound sales initiatives, digital engagement channels, and guest recovery programs.
• Develop and execute strategies to increase revenue, improve conversion rates, grow ancillary sales, and maximize guest lifetime value.
• Own key performance indicators including sales, conversion, guest satisfaction, NPS, service levels, quality assurance, labor productivity, and operating costs.
• Manage workforce planning, staffing models, scheduling, and labor optimization to ensure efficient operations while maintaining exceptional service standards.
• Led all BPO partnerships, including performance management, training standards, and continuous improvement initiatives.
• Establish comprehensive training, coaching, and quality assurance programs to ensure teams consistently achieve guest satisfaction and sales goals.
• Partner closely with Marketing, Revenue Management, CRM, Digital, and IT teams to support enterprise growth objectives and deliver seamless guest experiences.
• Own the contact center technology roadmap, including CRM platforms, telephony systems, workforce management tools, conversational AI, chat, SMS, and self-service solutions.
• Drive automation and artificial intelligence initiatives that improve guest experience, increase productivity, reduce costs, and enhance sales effectiveness.
• Utilize guest insights, analytics, and operational data to identify opportunities for personalization, process improvement, and revenue growth.
• Develop and manage departmental budgets, ensuring strong financial discipline and achievement of productivity and cost targets.
• Monitor industry trends and emerging technologies to maintain a best-in-class contact center operation.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 15+ years of progressive leadership experience in contact center, customer experience, sales, or guest service organizations.
• Proven experience managing large-scale contact center operations, including outsourced BPO partners and multi-site teams.
• Strong background in CRM platforms, telephony systems, workforce management, automation technologies, and AI-enabled customer service solutions.
• Demonstrated success driving revenue growth, conversion improvement, guest satisfaction, and operational efficiency.
• Experience building and leading high-performing teams in a fast-paced consumer-facing environment.
• Exceptional analytical, communication, leadership, and executive presentation skills.
• Experience in travel, hospitality, entertainment, attractions, theme parks, or consumer services preferred.