Head of Contact Centers, NA — CX Excellence

BSH Home Appliances Corporation - North America; Irvine (CA); Hybrid; USD 136,000 - 181,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan with employer match

Paid vacation and holidays

Adoption reimbursement

Employee purchase program

Job summary

BSH Home Appliances Corporation - North America in Irvine, CA is seeking a strategic Head of Contact Centers to lead USA customer service operations. You will coordinate three functional areas across multiple worksites, overseeing more than 1.5 million interactions annually and driving first-class service.

The role requires a Bachelor’s degree and 10+ years in contact centers or large teams, with strong leadership, capacity planning, and change management.

Qualifications

• Bachelor’s degree in Business Administration or related field (required).
• 10+ years managing mid-size call centers or large teams.
• Strong leadership and people management skills with change management experience.

Responsibilities

• Oversee three functional areas across multiple worksites.
• Ensure 1.5 million customer interactions resolved annually.
• Drive top-tier customer service and loyalty.
• Lead capacity planning to optimize efficiency and service delivery.
• Develop staff through regular performance reviews and coaching.
• Align Contact Centers strategy across North America.

Skills

Leadership

People management

Resource planning

Communication

Education

Bachelor’s degree in Business Administration or related field

Tools

MS Office (Word, Excel, PowerPoint)

CRM systems

Job description

BSH Home Appliances Corporation - North America in Irvine, CA is seeking a strategic Head of Contact Centers to lead USA customer service operations. You will coordinate three functional areas across multiple worksites, overseeing more than 1.5 million interactions annually and driving first-class service.

The role requires a Bachelor’s degree and 10+ years in contact centers or large teams, with strong leadership, capacity planning, and change management.