VP, Contact Center Ops & AI-Enabled Service

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

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.