VP, Contact Center Strategy & AI-Driven Excellence

Premier America Credit Union

Los Angeles (CA)

On-site

USD 148,000 - 185,000

Full time

2 days ago

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Benefits offered by this job

Competitive pay

Health, dental, vision benefits

401k with employer match

Paid vacation and holidays

Educational assistance

Job summary

Premier America Credit Union seeks a VP of Contact Center Operations to lead strategy, service quality, and performance across the contact center. You will shape standards, drive continuous improvement, and partner with technology teams to enable AI-enabled self-service and secure servicing capabilities.

Ideal candidates bring 10+ years in financial services and 5+ years in management, with strong analytics, budgeting, and cross-functional leadership.

Qualifications

Bachelor’s degree in business, operations management, technology, or related field required; MBA or related Master’s preferred.

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.