Senior Vice President, Customer Experience

CardWorks • Lake Mary, FL

2d • Hybrid

About The Position

We are seeking a strategic leader focused on growth and innovation to evolve and scale our Customer Experience organization. This role blends strong operational leadership with a progressive approach to customer engagement—leveraging technology, data, and thoughtful process design to enhance both customer and employee experience. Ideally, the qualified candidate will work at the following location(s): Lake Mary, FL; Orlando, FL; or Wilmington DE. A hybrid work model or fully remote model can be considered based on hiring manager decision and priorities of the role. As Senior Vice President, Customer Experience, you will lead a large, distributed organization of 500+ team members across domestic and BPO environments, with accountability for shaping a contact center model that balances efficiency, quality and growth. In close partnership with Digital and Business leaders, this role will strengthen customer journeys, enhance capabilities, and deploy smart automation that delivers clear value for customers and the business. Reporting to SVP, Customer Operations, this leader will play a pivotal role in the strategic leadership of the organizations contact centers, ensuring frontline teams are equipped with tools and insights while expanding scalable self-service options.

Requirements

• Fifteen (15)+ years of leadership experience in large-scale contact center or customer operations environments (500+ employees)
• Bachelor’s degree in business or related field required, advanced degree desired
• Strong credit card and financial services experience, with deep understanding of regulatory and compliance requirements
• Demonstrated success leading large, distributed teams, including domestic and BPO/offshore operations
• Proven experience driving contact center transformation, encompassing process optimization, technology adoption, and automation initiatives
• Experience with enterprise contact center platforms such as Genesys or NICE

Responsibilities

• Contact Center Transformation: Shape and execute a roadmap to enhance contact center capabilities, incorporating digital tools, automation, and scalable workflows
• Omnichannel Customer Experience: Deliver consistent, high-quality customer interactions across voice, chat, messaging, and digital channels, incorporating AI-enabled tools to enhance service delivery and thoughtfully evolve the workforce, including new roles and skillsets.
• Balanced Growth & Operational Efficiency: Drive operational excellence while supporting business growth, customer retention, and satisfaction
• Customer Experience Strategy: Partner with Digital and CX teams to improve end-to-end customer journeys, engagement strategies, and overall experience
• Performance and Analytics: Use data, metrics and insights to continuously improve service delivery, team performance, and customer outcomes
• Global Operations Oversight: Lead a 500+ person organization across multiple onshore locations and offshore BPO partners, ensuring performance, alignment and scalability
• Operational Governance: Establish and oversee clear KPIs, SLAs, and accountability frameworks to enable disciplined and consistent execution and continuous improvement
• Organizational Area Partnership: Collaborate with business leaders to ensure customer support strategies align with enterprise objectives
• People & Culture: Build, develop, and retain high performing teams, fostering a culture of accountability, strong performance and customer focus

Benefits

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Executive