AVP, Contact Center

Travis Credit Union•Vacaville, CA

5d•$140,026 - $172,973•Hybrid

About The Position

The Assistant Vice President (AVP), Contact Center is a strategic, enterprise leader responsible for evolving the Contact Center into a stable, high‑performing, and insight‑driven operation that advances member experience, workforce sustainability, operational excellence, and business outcomes. This role is accountable for strengthening foundational leadership practices, improving employee engagement and retention, and building a scalable talent pipeline, while delivering consistent service and operational performance. The AVP empowers leaders to drive disciplined operating rhythms, reinforce leadership accountability, and maintain workforce stability, ensuring alignment across service, sales, and digital channels. This role serves as a key enterprise partner leveraging data, workforce insights, and cross‑functional influence to drive measurable and sustainable results.

Requirements

Bachelor’s degree in business administration, operations, management, finance, or a related field; or equivalent combination of education and experience.
Minimum 8 years of progressive leadership experience preferably in high-volume operations or contact centers.
Minimum 5 years leading leaders in complex, multi-channel environments, preferably with experience in: Workforce instability or high turnover environments, Organizational transformation or turnaround efforts
Demonstrated experience working with technology platforms, vendors, and cross‑functional business partners to deliver operational improvements.
Demonstrated experience in: Reducing attrition and improving employee engagement, Building leadership capability and talent pipelines, Implementing workforce planning and operational improvements
Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.
Candidates must have current authorization to work in the U.S. (no sponsorship available)

Nice To Haves

Enterprise & Strategic Leadership: Ability to set and align multi‑year strategy to enterprise priorities, financial performance, and member value. Capability to lead large-scale operational transformation, stabilization, and turnaround efforts.
Operating Model & Execution Excellence: Ability to design, implement, and govern scalable operating models and performance frameworks. Capability to drive disciplined execution, accountability, and consistent operational results.
Data-Driven Decision Making: Strong ability to interpret performance metrics, trends, and voice-of-member insights. Capability to translate data into actionable priorities, decisions, and measurable outcomes.
Performance Management & Governance: Ability to establish and lead executive-level business reviews and operating rhythms. Strong capability to drive organizational transparency, accountability, and performance rigor.
Member Experience Leadership: Strong understanding of omnichannel service delivery and member journey optimization. Ability to connect employee experience improvements to member satisfaction, loyalty, and trust outcomes.
Workforce Strategy & Optimization: Strong expertise in workforce planning, capacity management, and productivity optimization. Ability to identify and address drivers of frontline engagement, attrition, and burnout.
People & Leadership Development: Ability to build and develop high-performing teams with strong leadership capability and succession readiness. Capability to implement structured coaching, performance management, and leadership development frameworks.
Cross-Functional Influence & Collaboration: Ability to influence and partner effectively across Digital, Product, Branch, Risk, Compliance, IT, and Training. Capability to drive alignment and improve end-to-end member outcomes and service delivery.

Responsibilities

Owns the development, execution, and governance of the Contact Center’s multi‑year strategy, operating model, and performance outcomes, ensuring alignment to enterprise priorities, member experience objectives, and measurable business results, with explicit accountability for improving workforce stability, reducing attrition, and strengthening leadership effectiveness.
Establishes scalable operating models, workforce strategies, and performance frameworks that drive efficiency, quality, consistency, and measurable financial performance, while improving employee engagement, retention, and long‑term workforce sustainability.
Leads a structured stabilization and transformation agenda, addressing high turnover, leave of absence (LOA) trends, and workforce gaps through root cause analysis, targeted interventions, and measurable outcomes that enhance service delivery, productivity, and employee experience.
Oversees Contact Center budgets, vendor performance, and technology enablement to ensure operational excellence, scalability, and workforce optimization.
Leads robust performance management and governance, including executive‑level business reviews, translating operational, workforce, and member insights into clear priorities, actions, and accountability.
Builds and develops a high‑performing leadership team, strengthening frontline and mid‑level leadership capability through clear expectations, disciplined coaching, and performance accountability; ensures leadership bench strength and succession readiness.
Develops a sustainable talent pipeline through career pathing, succession planning, and internal mobility programs that increase bench strength, support employee growth, and reduce reliance on external hiring.
Partners cross‑functionally with Digital, Product, Branch, Risk, Compliance, IT, and Training teams to improve end‑to‑end member journeys, reduce friction, and proactively decrease avoidable contact volume and workload strain on frontline teams.
Serves as a key enterprise leader and advisor on service delivery, member experience strategy, and operational performance.
Ensures adherence to regulatory requirements, internal controls, and enterprise risk frameworks while balancing compliance, operational efficiency, and member experience.
Maintains audit readiness, operational integrity, and consistent execution across all Contact Center operations.
Leads, coaches, and develops team members at all levels; establishes clear performance expectations; and fosters a culture of accountability, engagement, and continuous development aligned to internal mobility and retention goals.