VP, Contact Center Operations - Strategy & AI Enablement

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

Benefits offered by this job

Competitive pay

Subsidized health care including med.,

FSA and HSA

Company-Paid Life and A&D insurance

Discounts on loans

Paid Vacation, Holiday, and Sick time

401k Retirement Saving Plan with 6% 6%

Job summary

Premier America Credit Union in Los Angeles seeks a VP – Contact Center Operations to lead strategy, service quality, and operational performance across channels. You will own governance, workforce planning, AI-enabled self-service, and cross-enterprise collaboration to deliver a best-in-class member experience.

The role requires 10+ years in financial services contact center operations with 5+ in management, a business degree (MBA preferred), and strong CCaaS, analytics, and compliance

Qualifications

• 10+ years in banking/credit union/financial services or contact center ops, incl. 5+ years in management.
• Bachelor’s degree in business, operations management, technology, or related field; MBA preferred.
• 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.

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

Analytical skills

Budgeting

Prioritization

Problem solving

Adaptability

Execution

Education

Bachelor’s degree in business/related field

MBA or related Master’s preferred

Tools

CCaaS

Workforce management

Quality management

AI-enabled servicing

Authentication

Analytics

Secure technology

Job description

Premier America Credit Union in Los Angeles seeks a VP – Contact Center Operations to lead strategy, service quality, and operational performance across channels. You will own governance, workforce planning, AI-enabled self-service, and cross-enterprise collaboration to deliver a best-in-class member experience.

The role requires 10+ years in financial services contact center operations with 5+ in management, a business degree (MBA preferred), and strong CCaaS, analytics, and compliance