VP - Contact Center Operations - Chatsworth onsite

Premier America Credit Union; Los Angeles (CA); On-site; USD 148,000 - 185,000; Full time

Benefits offered by this job

Competitive pay

Health care benefits

FSA/HSA

Life & AD&D insurance

Loans discounts

Paid vacation

401k with match

Educational assistance

Job summary

Premier America Credit Union seeks a VP of Contact Center Operations to lead strategy, service quality, and performance across channels. You will drive CCaaS initiatives, workforce planning, and governance, partnering with leadership to deliver a consistent member experience.

This role demands 10+ years in financial services with 5+ in management, plus strong analytical, budgeting, and collaboration skills. Competitive pay and comprehensive benefits are offered.

Qualifications

• 10+ years in banking/financial services/contact center operations
• 5+ years in management
• Bachelor’s degree required; MBA preferred
• Knowledge of CCaaS and workforce management
• Experience meeting service, satisfaction, resolution, abandonment, handle time, and productivity goals
• Knowledge of compliance requirements, including authentication, privacy, call recording, complaints, accessibility, records retention, and third-party risk
• Strong analytical, budgeting, prioritization, problem-solving, adaptability, and execution skills
• Able to support a 24-hour organization with flexibility and sound judgment
• Leads with sound judgment, member focus, clear communication, and ethical leadership

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
• Partner with Technology and vendors on implementation, testing, change management, optimization, Salesforce servicing, authentication, workforce management, analytics, and secure integration
• Maintain business continuity, disaster recovery, incident response, alternate routing, surge staffing, escalation, communications, and recovery practices
• Review staffing plans, forecasts, schedules, and workforce practices to support coverage and performance
• Lead executive updates and presentations on performance, risks, priorities, tradeoffs, and transformation plans
• Stay current on contact center and member operations trends
• Manage the department including leader development, coaching, succession planning, ensuring performance standards and overseeing the budget
• Oversee service processes, accuracy, and quality controls

Skills

Banking/Financial services

Contact center operations

Management experience

CCaaS knowledge

AI-enabled servicing

Analytics

Budgeting

Regulatory/compliance knowledge

Leadership

Communication

Education

Bachelor’s degree in business/ops/tech

MBA or related Master’s preferred

Job description

DescriptionJob Title: VP – Contact Center OperationsOverview

The VP Contact Center Operations leads Premier America Credit Union’s contact center strategy, service quality, operational performance, risk controls, and service technology. This role sets service standards, improves first-contact resolution, advances AI-enabled self-service, strengthens workforce planning, and partners across the enterprise to deliver a consistent member experience.

What You Will Do

• 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.
• Partner with Technology and vendors on implementation, testing, change management, optimization, Salesforce servicing, authentication, workforce management, analytics, and secure integration.
• Maintain business continuity, disaster recovery, incident response, alternate routing, surge staffing, escalation, communications, and recovery practices.
• Review staffing plans, forecasts, schedules, and workforce practices to support coverage and performance.
• Lead executive updates and presentations on performance, risks, priorities, tradeoffs, and transformation plans.
• Stay current on contact center and member operations trends.
• Manage the department including leader development, coaching, succession planning, ensuring performance standards and overseeing the budget.
• Oversee service processes, accuracy, and quality controls.

RequirementsWhat We Are Looking For

• 10+ years of banking, credit union, financial services, or contact center operations experience, including 5+ years in management.
• Bachelor’s degree in business, operations management, technology, or related field required; MBA or related Master’s preferred. Equivalent relevant experience may be considered.
• Knowledge of banking products, services, contact center operations, 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.
• Knowledge of compliance requirements, including authentication, privacy, call recording, complaints, accessibility, records retention, and third-party risk.
• Strong analytical, budgeting, prioritization, problem-solving, adaptability, and execution skills.
• Able to support a 24-hour organization with flexibility and sound judgment.
• Leads with sound judgment, member focus, clear communication, and ethical leadership. Builds trust, motivates others, and fosters productive relationships.

Pay Grade Info

The base pay range for this position is: 148k-185k/annually

Perks Important to You

Our Team Members enjoy the following rewards and benefits:

• Competitive pay
• Subsidized health care including medical, dental and vision
• FSA and HSA
• Company-Paid Life and A&D insurance
• Discounts on loans (must be a member)
• Paid Vacation, Holiday, and Sick time
• 401k Retirement Saving Plan with a 6% safe harbor employer match
• Educational Assistance Program and more!

Equal Opportunity Employer - Veteran / DIsabled

Drug-free Workplace