VP Contact Center Operations

Aptia Group

VP Contact Center Operations at Aptia Group leading customer service strategy and operational excellence across businesses. Partnering with executive teams to enhance client satisfaction and service delivery.

Posted 7/23/2026full-timeRemote • Florida • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer service strategy and contact center operations, with a focus on enhancing client satisfaction and operational excellence. Proven ability to collaborate with cross-functional teams to drive service innovation and profitable growth.

Highest-signal resume keywords

Customer Experience Strategy DevelopmentContact Center Operations LeadershipEnterprise-Wide Service Delivery ExcellenceProgressive Leadership ExperienceBenefits Administration Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceService DeliveryOperational ExcellenceClient SatisfactionEmployee EngagementService InnovationProgressive LeadershipHCM SystemsPayroll ManagementSpending Accounts

Soft Skills

CollaborationStrategic ThinkingCommunicationLeadershipEngagement

Certifications & Qualifications

Bachelor's DegreeMaster's Degree in Business Administration

Industry Keywords

Contact CenterCustomer ServiceHealthcare Service DeliveryOperational EnvironmentsOrganizational Leadership

About the role

Key responsibilities & impact

Lead and elevate the organization's customer service strategy, contact center operations, and service delivery excellence across multiple lines of business.
Define and execute an enterprise-wide customer experience vision that drives operational excellence, client satisfaction, employee engagement, service innovation, and profitable growth.
Partner closely with Executive Leadership, Client Services, Operations, Workforce Management, Technology, Product, and Human Resources to create a best-in-class service organization.

Requirements

What you’ll need

Bachelor's degree required ; Master's degree in Business Administration , Operations, Organizational Leadership, or a related field preferred.
10+ years of progressive leadership experience in customer experience, contact center operations, service delivery, or related operational environments.
Experience with Benefits Administration, Payroll, HCM systems, Spending Accounts, and healthcare-related service delivery preferred.
Demonstrated success developing and executing enterprise customer experience strategies.

Benefits

Comp & perks

Aptia is committed to creating a diverse, inclusive and equitable work environment.
Fostering an equitable and inclusive environment for all our people to flourish is a priority.
Equal opportunity employer aiming to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.
Support for reasonable adjustments in the recruitment process to ensure accessibility.