Contact Center & Digital Support Director

Provident Bank•Woodbridge Township, NJ

4d•$123,900 - $177,000•Onsite

About The Position

This role leads all Contact Center and Digital Support for the bank, with full accountability for customer service performance, employee effectiveness, and risk management for our retail and small business segments. In addition to leading the Contact Center, this role owns the contact center platforms for the company, including roadmap direction, performance, and feature enablement. The position is also accountable for driving AI capabilities within the contact center and digital support environment, including implementation, optimization, and ongoing governance. This position will focus on providing the employee experience needed to enhance customer relationships, use of technology and AI to improve efficiency and ensure strong risk management, compliance and operational control.

Requirements

15 years of experience in client support contact center and banking operations, with at least 10 years in a leadership role.
Demonstrated experience in managing teams and driving performance improvements.
Strong understanding of contact center technologies and best practices, including digital channels such as live chat and messaging
Excellent analytical and problem-solving skills
Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Proven ability to manage budgets and achieve financial targets.
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and demands.
Act with empathy and care for employees and customers

Responsibilities

Lead end-to-end delivery for Retail Contact Center and Digital Support teams
Own service levels, resolution times, employee experience and customer satisfaction
Ensure consistent execution across customer segments and support channels
Set and enforce performance standards and KPIs
Own the contact center technology platform across the enterprise
Drive platform strategy, capabilities, and roadmap
Partner with IT and vendors on configuration, stability, and enhancements
Ensure the platform supports business growth, service quality, and efficiency targets
Lead all AI capabilities within Contact Center and Digital Support (e.g., virtual agents, copilots, automation)
Identify and implement AI use cases that improve service delivery, reduce cost or create additional risk controls.
Establish governance for AI usage including quality control, compliance, and risk oversight
Monitor AI performance and continuously optimize outcomes
Identify and execute improvements in workflows, tools, and customer journeys
Reduce friction, eliminate manual work, and improve first-contact resolution
Partner with CX and EX teams to improve the overall contact center experience
Ensure Digital Banking customers receive high levels of technical support and advocate for customer issue resolution with our technology partners.
Cultivate supportive employee experience emphasizing continuous learning, collaboration, and client focus.