VP, Contact Center Operations - Revenue & Innovation Lead

Hear Wright, Inc; New Jersey; 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 to own the Contact Center as a revenue-enable business. You will define strategy, manage budgets, and lead technology-driven productivity gains while partnering with Marketing and executive leadership to turn patient demand into appointments.

With extensive contact center leadership experience, you will oversee vendor partnerships, drive automation, and ensure compliance with HIPAA and patient

Formación

• Minimum 12 years of call center or contact center experience with leadership.

Responsabilidades

• Define multi-year Contact Center strategy, operating model and investment roadmap.
• Own budget end-to-end including forecasting, variance and capital/operating investments.
• Lead outsourced partnerships with procurement for vendor selection and SLAs.
• Drive AI and automation initiatives, and measure cost, productivity and ROI.
• Partner with Marketing to align campaigns with contact center capacity and conversion goals.
• Present monthly/quarterly business reviews to CMO and senior leadership.
• Oversee governance for HIPAA and patient privacy compliance.

Conocimientos

Leadership

Financial acumen

Vendor relationship mgmt

Executive communication

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 to own the Contact Center as a revenue-enable business. You will define strategy, manage budgets, and lead technology-driven productivity gains while partnering with Marketing and executive leadership to turn patient demand into appointments.

With extensive contact center leadership experience, you will oversee vendor partnerships, drive automation, and ensure compliance with HIPAA and patient