Remote VP, Contact Center Strategy & Excellence

United States Digital Space LLC; United States; Remote; USD 200,000 - 280,000; Full time

Job summary

the company Inc. is seeking a VP, Contact Center of Excellence to lead enterprise strategy, governance, and performance across high-volume contact centers.

You will drive omnichannel excellence, enable learning and capability building, and oversee data-driven performance reviews and governance across lines of business. This remote executive role requires strong financial acumen, cross-functional influence, and the ability to translate strategy into measurable outcomes, with occasional travel to

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Technology, or a related discipline.
• 12+ years of progressive leadership experience across contact center operations, customer experience, operational excellence, technology enablement, or enterprise transformation.
• Experience owning enterprise performance frameworks and improving outcomes such as customer satisfaction, quality, compliance, productivity, cost, digital adoption, and employee engagement.

Responsibilities

• Define and execute the enterprise COE strategy and multi-year roadmap across lines of business.
• Establish standards, policies, decision rights, operating rhythms, and governance forums for customer experience and compliance.
• Lead a high-performing organization with clear accountability and cross-functional collaboration.

Education

Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Technology, or a related discipline

12+ years of progressive leadership experience across contact center operations, customer experience, operational excellence, technology enablement, or enterprise transformation

Proven ability to lead enterprise performance frameworks and improve outcomes such as customer satisfaction, quality, compliance, productivity, cost, digital adoption, and employee engagement

Job description

the company Inc. is seeking a VP, Contact Center of Excellence to lead enterprise strategy, governance, and performance across high-volume contact centers.

You will drive omnichannel excellence, enable learning and capability building, and oversee data-driven performance reviews and governance across lines of business. This remote executive role requires strong financial acumen, cross-functional influence, and the ability to translate strategy into measurable outcomes, with occasional travel to