VP, Contact Center Ops — Revenue & Innovation (Hybrid)

HearingLife

Franklin Township (NJ)

Hybrid

USD 190,000 - 210,000

Full time

3 days ago

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Job summary

HearingLife in Somerset, NJ seeks a VP, Contact Center Operations to lead the Patient Support Center. You will shape multi-year strategy, manage budgets, and drive technology-led gains in productivity.

You will partner with Marketing and other executives to convert patient demand into appointments and revenue. This role oversees performance metrics, vendor partnerships, and enterprise initiatives, including AI-powered agents, automation, and cloud Genesys solutions.

Qualifications

Minimum 12 years of call center experience with 8 years in leadership.
Proven ownership of multi-million-dollar contact center budget.
Experience leading outsourced partnerships and procurement.
Experience deploying AI, automation and cloud contact center tech.

Responsibilities

Define and own multi-year contact center strategy and investment roadmap.
Drive metrics: patient access, appointment conversion, cost per appointment, revenue contribution.
Lead vendor sourcing, RFPs and contract negotiations with Global Procurement.
Lead the contact center innovation agenda with AI and automation initiatives.
Report monthly and quarterly business reviews to executives.