VP - Contact Center Operations - Chatsworth onsite

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

Description

Job Title: VP – Contact Center Operations

Overview

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.

Requirements

What 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