Overview
Position Summary:
As the executive owner of the HearingLife Patient Support Center (Contact Center), the Vice President, Contact Center Operations is accountable for the Contact Center as a revenue-enabling business. Reporting to the Chief Marketing Officer, this role defines long-range strategy and the investment agenda, owns the cost structure and budget, leads strategic vendor partnerships, and drives technology-led gains in productivity and efficiency. The Vice President partners with the Marketing Vice Presidents to turn patient demand into completed appointments and revenue growth. Daily operational execution is delegated to the Contact Center management team, so this role can concentrate on enterprise outcomes, innovation and executive decision-making.
Responsibilities
The Vice President, Contact Center Operations is accountable for the Contact Center’s contribution to revenue growth, its total cost to serve, and the return generated on every dollar invested in people, partners and technology. This role sets the direction, makes the major resource and investment decisions, holds the management team accountable for results, and gives the CMO and executive leadership a clear, data-backed view of Contact Center performance, risks and opportunities.
Essential Job Functions:
Strategy and Business Performance
- Define and own the multi-year Contact Center strategy, operating model and investment roadmap, aligned to HearingLife's commercial and revenue-growth objectives.
- Own overall Contact Center performance across all metrics, including patient access, appointment conversion, show and completion rates, cost per appointment, cost per contact and revenue contribution, and set annual targets with the CMO.
- Build and maintain a Contact Center value model that links contact volume, conversion and appointment outcomes to clinic revenue, so that staffing, channel and investment decisions are made on measurable return.
- Set enterprise productivity and efficiency targets, such as cost per appointment, occupancy, self-service containment and automation rate, and hold managers accountable for delivering them.
Cost, Budget and Vendor Management
- Own the Contact Center budget end to end: annual budget build, monthly forecasting, variance management, and capital and operating investment cases.
- Own total cost to serve, and identify and deliver structural savings through channel shift, automation, sourcing mix and partner consolidation.
- Define the outsourced partner strategy and serve as the business owner and subject-matter expert to Global Procurement throughout vendor sourcing, RFPs and contract negotiations, defining business requirements, service levels, performance-based terms and evaluation criteria.
- Build strategic, collaborative partnerships with contact center technology partners, leading executive business reviews, joint performance improvement and innovation plans, and ongoing performance governance.
- Provide subject-matter expertise and business input to Global Procurement on vendor performance, renewals, vendor risk, and transition or exit planning, so that contracts reflect Contact Center operational and patient experience needs.
Innovation, Solutions and Technology
- Lead the Contact Center innovation agenda, evaluating and scaling solutions such as AI-assisted agents, conversational AI and virtual agents, digital self-scheduling, predictive outreach, and speech and interaction analytics.
- Own the business case, prioritization and benefits tracking for Contact Center technology investments, partnering with IT on the platform roadmap for Genesys Cloud and data platforms.
- Run a disciplined test-and-learn program that pilots new tools and processes, measures their effect on cost and productivity, and scales what works.
Revenue Growth and Cross-Functional Leadership
- Partner with the Marketing Vice Presidents, including Customer Acquisition and Customer Retention, to align campaign calendars, lead flow, media timing and contact strategy with Contact Center capacity and conversion goals.
- Co-own the patient acquisition funnel with Marketing, from first contact to completed appointment, through shared KPIs and joint performance reviews.
- Represent the Contact Center at the executive level with Clinic Operations, Finance, IT, HR, Legal and Compliance to shape enterprise priorities and resolve cross-functional barriers to growth.
Executive Reporting and Governance
- Deliver monthly and quarterly business reviews, forecasts, and investment recommendations to the CMO, the President and HearingLife leadership.
- Prepare and present executive-level presentations on Contact Center strategy, performance, financial results and transformation progress.
- Hold executive accountability for the Contact Center's compliance and risk framework, including HIPAA, telemarketing and communications regulations and patient privacy, with day-to-day execution by the management team.
Organizational Leadership
- Lead the Contact Center management team and administrative staff, setting clear objectives, decision rights and accountability for operational results.
- Design the Contact Center organization for scale and cost efficiency, and build management capability and succession for critical roles.
- Perform other duties and lead additional strategic initiatives as directed by the CMO.
Note – Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Qualifications
Education and Experience:
- Bachelor's degree in business, operations, finance, healthcare administration or a related field required; MBA or relevant master's degree preferred.
- Minimum 12 years of call center or contact center experience, including at least 8 years in leadership roles.
- Demonstrated ownership of a multi-million-dollar contact center budget, with a record of meeting financial commitments.
- Proven record of delivering measurable cost reduction and productivity improvement through technology, automation, channel shift or sourcing strategy.
- Experience leading outsourced contact center partnerships and serving as the business subject-matter expert alongside procurement on vendor selection, service-level design and performance management.
- Experience leading the selection and deployment of AI, automation and cloud contact center technology; Genesys Cloud preferred.
- Experience in a revenue-generating or appointment-setting contact center, with a clear understanding of how contact center performance drives revenue; healthcare or regulated consumer services experience preferred.
- Strong financial acumen, including business case development, ROI analysis and cost modelling.
- Executive presence, with a track record of presenting strategy, performance and investment proposals to C-suite and senior leadership audiences.
- Proven ability to lead change and transformation through layers of management.
Supervisory Responsibilities:
Directly leads all Contact Center managers and administrative staff. Responsibility for quality assurance, training, recruitment, scheduling, individual performance management and daily productivity sits with the managers; the Vice President sets the standards, targets and resources for these areas and holds the managers accountable for results.
Key Job Competencies:
- Strategic vision and enterprise thinking
- Financial and commercial acumen
- Innovation and technology leadership
- Revenue and growth orientation
- Strategic partnership and vendor relationship management
- Executive communication and influence
- Leading through leaders and holding them accountable
- Integrity, resilience and sound judgment
Travel: Periodic travel may be required, including clinic and field visits, executive leadership meetings, company locations and industry events.
The salary range for this role is between 190-210k plus bonus.
This position is ideally based in a hybrid work arrangement at our Somerset, NJ office. However, remote candidates located in other states will be considered for this role if they possess the experience, skills, and qualifications that align with our needs.
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