AVP Contact Center

Remote or Hybrid near Tempe, AZ | Chadds Ford, PA |Coppell, Texas

We are seeking an AVP, Contact Center to provide strategic and operational leadership for our contact center function, overseeing the Director, Contact Center and the broader team of analysts, team leads, and supervisors. You will set the strategic direction for our contact center platforms, technology, and business relationships, ensuring performance continuously aligns with and exceeds business expectations.

Key Responsibilities
• Provide strategic direction and oversight to the Director, Contact Center; set performance expectations and hold the team accountable to operational standards and quality outcomes.
• Partner with the VP, Loan Servicing - Operational Effectiveness and business leaders to align contact strategy with organizational goals and dynamic business needs.
• Serve as the senior escalation point for platform outages, vendor issues, and operational disruptions affecting the contact center.
• Drive continuous improvement initiatives to optimize contact center efficiency, reduce idle time, and improve overall performance outcomes.
• Maintain strategic relationships with technology vendors and internal technical teams to ensure platform continuity and roadmap alignment.
• Review and approve operational reports, performance metrics, and data analysis; present findings and recommendations to senior leadership.
• Ensure proper processes, procedures, and controls are in place and consistently followed across the contact center function.
• Oversee the annual planning process for the contact center, including staffing, budgeting, and technology roadmap.
• Lead the selection, onboarding, and performance management of contact center leadership, including the Director, Contact Center.
• Oversee team involvement in special projects, system upgrades, and cross-functional initiatives; ensure successful delivery and business alignment.
• Ensure compliance with all applicable state regulations and company policies governing contact center operations.
• Partner with business leaders to support program compliance, licensure, and reporting.
• Facilitate operational projects, ensuring all steps are followed.

Who You Are

The Strategic Leader: You provide executive-level direction across contact center operations, translating performance data into actionable insights and holding your team accountable to ambitious standards.

The People Developer: You have a track record of leading and developing senior leaders, building high-performing teams, and modeling strong people-management practices.

The Trusted Partner: You bring executive presence and clear communication to every relationship, partnering confidently with senior business leaders, vendors, and cross-functional teams while safeguarding confidential information.

Qualifications

Experience:
• 12+ years of call center environment experience required.
• 5+ years of contact center leadership experience, including management of leaders, required.
• 3+ years of Shaw experience required.
• 7+ years of Aspect administration experience preferred.

Education:
• High School Diploma or equivalent required.
• Bachelor's degree preferred (or equivalent combination of education and experience).

Skills & Abilities:
• Deep knowledge of contact center operations, dialer strategy, and platform management.
• Executive presence and professional communication skills; ability to influence and partner with senior business leaders.
• Strong analytical and strategic thinking skills; ability to translate performance data into actionable insights and recommendations.
• Demonstrated ability to lead and develop senior leaders and build high-performing teams.
• Ability to maintain strict confidentiality across all associate data, system access, and business information.
• Availability for business needs and on-call reachability.
• Advanced proficiency in Microsoft SQL Server, Excel, and Word; advanced Excel skills strongly preferred.

Compensation

Base Salary Range: $115,000 - $170,000

Bonus / Incentive: This role is eligible for an annual incentive bonus target of 25% of base salary.

Paid Time Off: New hires start with 20 days of paid time off, plus a full benefits package.

Location & Work Schedule

Location: Remote or Hybrid schedule near Tempe, AZ | Chadds Ford, PA | Coppell, TX

Schedule: Full-time; availability for business needs and on-call reachability required.

This is an opportunity to lead a high-performing contact center at an established company investing in its people, technology, and long-term strategy. You will have real influence over how we serve our customers, a direct line to senior leadership, and the chance to build and develop the next generation of contact center leaders.