Chief Contact Center & AI Transformation

Brothers Lawn Squad LLC; Atlanta (GA); Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

Authority Brands is seeking a strategic Vice President of Contact Center to lead customer service and multi-brand contact center operations, shaping the future-state operating model for growth, acquisition, and retention. You will drive excellence across internal and external teams, embedding AI capabilities and governance to ensure scalable, compliant customer experiences.

The role requires substantial leadership in complex, multi-brand environments, with a proven ability to optimize staffing,

Qualifications

• 10+ years of progressive contact center leadership experience, including oversight of both internal operations and external/outsourced partners.
• Demonstrated success building scalable operating models, standard processes, and playbooks in multi-site and/or multi-brand environments.
• Proven track record leveraging data, reporting, and analytics to operate and advance customer service performance (e.g., SLAs, QA, CSAT/NPS, FCR, AHT, conversion, retention).
• Strong business acumen with experience owning budgets and P&L responsibility; ability to align staffing and technology investments to business outcomes.

Responsabilités

• Lead teams of customer service and contact center personnel across a geographically dispersed organization.
• Define and execute the enterprise contact center strategic vision, multi-year roadmap, and operating model across all brands and business units.
• Develop a customer service platform and playbook that can readily integrate future acquired brands and business units.
• Balance resources (people, systems, and equipment) and maintain the ideal organizational structure to meet or exceed KPIs.
• Partner with brand executives, Marketing, and Operations to design end-to-end contact strategies and customer journeys that maximize experience, conversion, and efficiency.
• Oversee all internal contact center operations and external call center/BPO partners, including governance, performance management, and continuous improvement.
• Evaluate and optimize technology systems (e.g., CCaaS, CRM, QA, WFM, analytics) to minimize waste and complexity and improve customer and employee experience.
• Define and lead the roadmap for AI-powered customer engagement, including voice and digital virtual agents, conversational AI, agent assist, intelligent routing, automated quality management, interaction summarization, and post-contact workflow automation.
• Lead AI implementation and scaling from use-case prioritization, business-case development, vendor selection, and pilots through integration, change management, adoption, optimization, and seamless handoffs between virtual and human agents.
• Establish responsible AI governance, monitoring, and continuous improvement to protect customer data, support accuracy and compliance, and measure autonomous resolution, containment, escalation, conversion, cost per contact, agent productivity, and customer satisfaction.
• Set service, quality, and revenue performance goals; establish standard KPIs and lead the organization to consistently meet and exceed targets.
• Leverage data insights to drive operational decisions; provide clear, meaningful reporting and business recommendations to executive leadership.
• Own contact center budgets and financial accountability, including planning, forecasting, and expense management.
• Coach, mentor, and develop leaders and high-potential talent within the contact center organization.
• Provide customer experience (CX) thought leadership, staying current on industry trends, emerging technology, and regulatory/compliance requirements applicable to contact center operations.

Connaissances

Contact center leadership

Operations strategy

AI in customer engagement

Change management

Data analytics

Executive communication

Budget & P&L management

Vendor management

Cross-functional collaboration

People development

Formation

Bachelor’s degree

Advanced degree preferred

Outils

CCaaS

CRM systems

QA tools

WFM

Conversational AI platforms

Generative AI

Description du poste

Authority Brands is seeking a strategic Vice President of Contact Center to lead customer service and multi-brand contact center operations, shaping the future-state operating model for growth, acquisition, and retention. You will drive excellence across internal and external teams, embedding AI capabilities and governance to ensure scalable, compliant customer experiences.

The role requires substantial leadership in complex, multi-brand environments, with a proven ability to optimize staffing,