The Vice President, Operations - Sales & Loyalty Center will be responsible for developing the strategy, people, technology, and operational excellence required to maximize customer acquisition, sales conversion, customer loyalty, and franchise partner success. This executive will oversee a high-volume omnichannel operation and play a critical role in scaling the business through process optimization, AI adoption, workforce strategy, and customer experience innovation.
What You'll Do- Lead all aspects of the Sales & Loyalty Center, including customer acquisition, sales performance, customer experience, workforce management, quality, training, and operational excellence.
- Develop and execute a strategic roadmap to improve lead conversion, customer satisfaction, and overall business performance.
- Drive continuous improvement initiatives using data, analytics, automation, AI, and emerging customer experience technologies.
- Own financial performance, including P&L management, forecasting, budgeting, and resource planning.
- Establish KPIs and accountability across the organization while fostering a high-performance culture.
- Partner with executive leadership to align the Sales & Loyalty Center with broader organizational growth initiatives.
- Build and develop high-performing leaders while creating a culture focused on coaching, accountability, engagement, and continuous improvement.
- Evaluate and implement technologies that improve customer engagement, operational efficiency, and employee productivity.
- Strengthen relationships with internal stakeholders and franchise partners by delivering exceptional service and measurable business results.
- Leverage data and analytics to identify opportunities to improve sales conversion, customer retention, and operational performance.
Requirements- 10+ years of progressive leadership experience within contact center, customer operations, customer experience, inside sales, or revenue operations.
- Demonstrated success leading large, high-volume customer engagement organizations.
- Experience owning operational and financial performance, including P&L responsibility.
- Proven track record improving sales conversion, operational KPIs, and customer satisfaction.
- Experience leading digital transformation, AI initiatives, automation, or contact center technology implementations.
- Strong understanding of workforce management, forecasting, analytics, quality assurance, and customer journey optimization.
- Experience leading large cross-functional teams through growth and organizational change.
- Outstanding executive communication and stakeholder management skills.
Benefits- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Work From Home
