VP, Contact Center Support – Optimization
USAA
full-time
Posted on:
Location Type: Hybrid
Location: San Antonio • Arizona • Colorado • United States
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Salary
💰 $224,250 - $403,650 per year
Job Level
About the role
- Accountable for driving operational execution and excellence by managing capacity effectively, enhancing automation, and developing a modernized workforce.
- Responsible for ensuring these efforts are in alignment with the strategy and omnichannel initiatives within Distribution and Service.
- Owns and drives comprehensive workforce management and capacity planning for multiple, national multi-channel contact centers, to include third party contact center channels.
- Serves as the primary executive sponsor and integration leader for all strategic and operational initiatives focused on contact center innovation, transformation, and performance enhancement.
- Collaborates with and influences the Association’s member complaint team to identify, evaluate, and implement customer contact resolutions.
- Leads the development and execution of the comprehensive third-party contact center strategy, establishing robust training programs.
- Designs, implements and manages scalable performance dashboards to inform and achieve targeted operational performance standards.
- Acts as a key trusted executive partner, influencing and building strong relationships with stakeholders, senior leadership, and cross-functional partners.
- Continuously monitors and analyzes market economic conditions, industry and regulatory trends, and competitive landscape.
Requirements
- Bachelor’s Degree OR 4 years of related experience may be substituted in lieu of degree.
- 10 years of progressive leadership experience in program or project management, process improvement, consulting for large strategic efforts or multi-channel operations.
- At least 5 years of leadership experience in Property and Casualty or Financial Services Industry supporting medium to large-scale and/or multi-site contact centers.
- 8 years of people leadership experience in building, managing and/or developing high-performing teams.
- Full life cycle experience managing strategic and operational programs, including translating complex business strategies and vision into executable business process and technology plans.
- Experience delivering member or customer facing capabilities in a complex multi-channel, multi-product, integrated system environment.
- Extensive experience presenting information and building relationships with executive management.
- Demonstrated experience operating in a highly regulated environment, preferably in financial services/insurance industry to include knowledge of laws such as Reg W and Anti-Trust laws.
- Comprehensive knowledge of agile methodology to include project management and prioritization skills and demonstrated application of knowledge, skills, and abilities towards work products.
Benefits
- comprehensive medical, dental and vision plans
- 401(k)
- pension
- life insurance
- parental benefits
- adoption assistance
- paid time off program with paid holidays plus 16 paid volunteer hours
- various wellness programs
- career path planning and continuing education
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
capacity planningworkforce managementperformance dashboardsprocess improvementproject managementagile methodologystrategic planningcustomer contact resolutionstraining program developmentbusiness process management
Soft Skills
leadershipcollaborationinfluencerelationship buildingcommunicationanalytical skillsproblem-solvingexecutive presenceteam developmentstakeholder management