VP, Contact Center Operations (Hybrid/Remote Eligible)

Demant; Franklin Township (NJ); Híbrido; USD 190.000 - 210.000; Jornada completa

Descripción de la vacante

HearingLife, part of the Demant Group, seeks a visionary Vice President, Contact Center Operations in Somerset, NJ to lead strategy for a revenue-driving contact center. You will oversee budgeting, staffing, and performance across patient access, conversions, and completed appointments, partnering with Marketing and IT to accelerate growth.

This executive role emphasizes innovation with AI tools, automation, and data governance, delivering executive-level reports and shaping enterprise

Formación

• 12+ years in call center or contact center, incl. 8+ years in leadership.
• Proven ownership of multi-million-dollar budget with cost reductions through tech/automation.
• Experience leading outsourced partnerships and procurement collaboration on vendor selection and SLAs.

Responsabilidades

• Define multi-year Contact Center strategy, operating model and investment roadmap.
• Own budget end-to-end: forecast, variance, and investment cases.
• Oversee outsourced partnerships and vendor performance with procurement.
• Lead innovation in AI, automation, and cloud contact center technology (Genesys Cloud).
• Partner with Marketing to align campaign calendars and capacity with demand.

Conocimientos

Strategic vision

Financial acumen

Executive communication

Leadership

Educación

Bachelor's degree in business/related field

MBA or relevant master's degree preferred

Herramientas

Genesys Cloud

Descripción del empleo

HearingLife, part of the Demant Group, seeks a visionary Vice President, Contact Center Operations in Somerset, NJ to lead strategy for a revenue-driving contact center. You will oversee budgeting, staffing, and performance across patient access, conversions, and completed appointments, partnering with Marketing and IT to accelerate growth.

This executive role emphasizes innovation with AI tools, automation, and data governance, delivering executive-level reports and shaping enterprise