VP, Contact Center Operations — AI-Enabled Service Leader

Socket.dev; West Chatsworth (CA); On-site; USD 148,000 - 185,000; Full time

Benefits offered by this job

Competitive pay

Health care including medical, dental,

FSA and HSA

Life and A&D insurance

Discounts on loans

Paid vacation, holidays, and sick time

401k with 6% match

Educational assistance

Job summary

Premier America Credit Union is seeking a VP of Contact Center Operations to lead strategy, service quality, and performance across the contact center, driving AI-enabled self-service and workforce planning for a seamless member experience.

The role partners with technology and branch leadership, manages vendor relationships, dashboards, and governance, and oversees risk controls, business continuity, and transformation initiatives for a 24/7 operation.

Qualifications

• 10+ years in banking, credit union, financial services, or contact center operations.
• 5+ years in management.
• Bachelor’s degree; MBA preferred.
• Knowledge of banking products, services, and member experience.
• Experience meeting service, satisfaction, resolution, abandonment, handle time, and productivity goals.
• Familiarity with CCaaS, workforce management, quality management, AI-enabled servicing, authentication, analytics, and secure technology.
• Strong analytical, budgeting, prioritization, problem-solving, adaptability, and execution skills.
• Able to support a 24-hour organization with flexibility and sound judgment.

Responsibilities

• Set Contact Center strategy, service standards, performance priorities, and enterprise alignment.
• Partner with Branch leadership to align referrals, escalations, communications, hours, and handoffs across channels.
• Maintain procedures and controls aligned with policies, regulations, and member experience standards.
• Lead CCaaS transformation, including queue design, routing, escalation paths, quality expectations, and measurement.
• Prepare teams for new products, services, processes, and digital servicing capabilities.
• Own knowledge management, including governance, approvals, version control, communication, and adoption.
• Use dashboards, scorecards, and governance routines to drive accountability and continuous improvement.
• Oversee vendor strategy, contracts, service levels, risk reviews, roadmap alignment, financial management, and benefits realization.

Skills

Leadership

Analytical skills

Budgeting

Communication

Problem-solving

Member focus

Flexibility

Education

Bachelor’s degree in business, operations management, technology, or related field

MBA or related Master’s preferred

Tools

CCaaS

Workforce management

AI-enabled servicing

Analytics

Authentication

Salesforce servicing

Security/secure tech

Job description

Premier America Credit Union is seeking a VP of Contact Center Operations to lead strategy, service quality, and performance across the contact center, driving AI-enabled self-service and workforce planning for a seamless member experience.

The role partners with technology and branch leadership, manages vendor relationships, dashboards, and governance, and oversees risk controls, business continuity, and transformation initiatives for a 24/7 operation.