VP, National Contact Center & Member Experience

CommunityAmerica Credit Union; Lenexa (KS); On-site; USD 180,000 - 280,000; Full time

Job summary

CommunityAmerica Credit Union seeks a Head of National Contact Center to strategize member service operations and drive excellence across voice, chat, AI-assisted, and digital channels. This leader will align service strategies with growth, optimize workforce performance, and leverage technology to elevate member experiences.

The role oversees technology, analytics, workforce optimization, and talent development to build a high-performing team delivering outstanding service across all channels.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Management, or related field.
• 10+ years of progressive leadership in contact centers or financial services.
• 5+ years leading multi-state, multi-leader structures.
• Experience in nationwide contact center operations across time zones.
• Experience managing enterprise contact center platforms such as Five9.

Responsibilities

• Develop and lead a multi-year Member Service Center strategy.
• Oversee contact center operations, workforce planning, and quality.
• Implement AI, automation, and agent-assist technologies.
• Lead AI-driven strategies to reduce volume and improve FCR.
• Drive talent development and change management.

Skills

Leadership

AI/automation

Strategic planning

Analytics

Executive presence

Change management

Stakeholder management

Financial acumen

Communication

People development

Education

Bachelor's degree in Business Administration, Finance, Management, or related field

Tools

Five9

CRM systems

Workforce management software

Job description

CommunityAmerica Credit Union seeks a Head of National Contact Center to strategize member service operations and drive excellence across voice, chat, AI-assisted, and digital channels. This leader will align service strategies with growth, optimize workforce performance, and leverage technology to elevate member experiences.

The role oversees technology, analytics, workforce optimization, and talent development to build a high-performing team delivering outstanding service across all channels.