Note: The job is a remote job and is open to candidates in USA. Aptia Group is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. They are seeking a visionary and transformational VP Contact Center Operations to lead customer service strategy and service delivery excellence across multiple lines of business.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- Bachelor's degree required
- 10+ years of progressive leadership experience in customer experience, contact center operations, service delivery, or related operational environments
- Demonstrated success developing and executing enterprise customer experience strategies
- Strategic thinker with the ability to translate business objectives into operational execution
- Strong executive presence with the ability to influence senior leaders, clients, and stakeholders at all organizational levels
- Demonstrated ability to lead through complexity, ambiguity, and transformation
- Strong business acumen with expertise in balancing customer outcomes, employee engagement, and financial performance
- Proven ability to build, mentor, and develop high-performing leadership teams
- Deep understanding of customer service excellence, performance management, quality assurance, workforce optimization, and operational analytics
- Master's degree in Business Administration, Operations, Organizational Leadership, or a related field
- Experience with Benefits Administration, Payroll, HCM systems, Spending Accounts, and healthcare-related service delivery
Company Overview