VP Contact Center Operations

Enterprise Customer Experience Strategy

Develop and execute the long-term vision, strategy, and operating model for customer experience and contact center operations across Aptia Services.

Establish a culture of customer obsession, continuous improvement, accountability, and operational excellence.

Drive innovation through process optimization, technology enablement, automation, self-service capabilities, and digital transformation initiatives.

Partner with executive leadership to identify opportunities that improve customer satisfaction, operational efficiency, and business performance.

Operational Leadership & Service Delivery

Provide executive oversight of all customer contact center operations, ensuring consistent delivery of high-quality service across multiple business lines.

Establish and oversee enterprise service standards, performance expectations, and operational governance frameworks.

Ensure achievement of customer-facing service level agreements (SLAs), key performance indicators (KPIs), quality measures, and satisfaction goals.

Lead operational planning and capacity management strategies in partnership with Workforce Management and business leaders.

Provide executive oversight of Workforce Management functions, including forecasting, staffing, scheduling, real-time operations, capacity planning, and workforce optimization strategies to ensure service level achievement and operational efficiency.

Direct escalation management processes and provide executive oversight for high-impact client and customer issues.

Monitor business performance, identify emerging risks, and implement solutions that drive operational stability and service excellence.

Ensure organizational readiness for peak service periods, business continuity events, and evolving client requirements.

Client & Executive Partnership

Build and maintain strategic relationships with key clients, serving as an executive point of contact for operational performance and customer experience initiatives.

Lead executive business reviews and present operational results, trends, risk assessments, and strategic recommendations to clients and senior leadership.

Partner with Sales, Client Services, and Operations teams to support business development, client retention, and expansion opportunities.

Proactively identify opportunities to strengthen client satisfaction and enhance long-term partnerships.

Represent customer operations in executive leadership forums and strategic planning discussions.

People Leadership & Organizational Development

Lead, develop, and inspire a multi-level leadership organization, including directors, senior managers, managers, and customer service teams.

Build a high-performance culture focused on accountability, engagement, inclusion, career development, and customer-centric behaviors.

Establish succession planning strategies and leadership development programs to build organizational capability.

Drive talent acquisition, retention, workforce planning, and organizational design initiatives.

Foster an inclusive environment that attracts, develops, and retains diverse talent.

Financial & Business Management

Own and manage the operating budget for customer experience operations, ensuring cost-effective service delivery while maintaining exceptional quality standards.

Monitor productivity, financial performance, resource allocation, and operational efficiency metrics.

Identify opportunities for cost optimization, process improvement, and scalable growth.

Ensure effective governance and accountability for operational expenditures and performance outcomes.

Risk Management, Compliance & Governance

Ensure adherence to regulatory requirements, client obligations, internal policies, and industry best practices.

Develop and maintain contingency plans that support business resilience and uninterrupted service delivery.

Evaluate operational risks and implement mitigation strategies that protect service performance and client satisfaction.

Analytics & Continuous Improvement

Leverage operational analytics, workforce insights, customer feedback, and performance data to drive strategic decisions.

Establish executive reporting and dashboard frameworks that provide transparency into organizational performance.

Lead continuous improvement initiatives utilizing best practices, customer insights, and operational benchmarks.

Promote a culture of innovation, learning, and knowledge sharing across the organization.

Drive measurable improvements in customer satisfaction, employee engagement, productivity, and service quality.