VP, Contact Center

Job Posting Title:

VP, Contact Center

Req ID:

10155966

Job Description:

As Vice President, Contact Center, this executive leads enterprise-wide strategies to deliver exceptional member experiences and drive organizational growth. Accountable for the performance and transformation of all contact center channels, the VP partners with senior leadership to shape and execute strategies that align member engagement with long-term business objectives. By leveraging deep expertise in operations, technology, and change management, and influencing key stakeholders across and beyond the enterprise, the VP ensures the contact center is positioned for sustained success and competitive advantage.

Key Responsibilities

• Lead strategic planning and transformation of contact center operations to align with enterprise goals.
• Drive enterprise-wide member experience through phone, chat, and email channels.
• Develop and implement innovative solutions to improve service delivery, operational efficiency, and member satisfaction.
• Influence resource allocation and strategic priorities across departments to support contact center performance.
• Lead change management initiatives and process improvements to enhance agility and scalability.
• Build and sustain strategic partnerships with senior leadership and external vendors.
• Coach and develop leaders across multiple levels, including succession planning and talent development.
• Ensure compliance with regulatory standards and internal policies, including audit readiness.
• Oversee performance metrics, reporting, and continuous improvement initiatives.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 10+ years of experience in contact center leadership or related fields.
• Proven success in leading enterprise-level service and operations initiatives.
• Certifications in financial services, coaching, or process improvement preferred.
• Strong strategic thinking, business acumen, and executive communication skills.

The hiring range for this position is $104,720 to $177,480 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Job Posting Segment:

Credit Unions

Job Posting Primary Business:

Partners! Federal Credit Union

Primary Job Posting Category:

Contact Center

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Remote Worker Location, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2026-07-20