10+ years of leadership experience in contact center and customer operations
Proven success in managing large customer engagement organizations
Experience with P&L management and financial forecasting
Track record of improving sales conversion and customer satisfaction
Background in leading digital transformation and AI initiatives
Strong knowledge of workforce management and customer journey optimization
Excellent executive communication and stakeholder management skills
Responsibilities
Lead the Sales & Loyalty Center operations including customer acquisition and sales performance
Develop a strategic roadmap for enhancing lead conversion and customer satisfaction
Drive improvement initiatives utilizing data analytics and emerging technologies
Manage financial performance focusing on P&L and resource planning
Establish KPIs and create a high-performance culture
Collaborate with executives to align operational strategies with organizational goals
Build and mentor high-performing leadership teams focused on continuous improvement
Implement technologies that enhance customer engagement and operational efficiency
Leverage data to identify opportunities for increasing sales conversion and retention
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
Full Job Description
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.
