VP Contact Center Operations

Aptia Group•Urbandale, FL

About The Position

About Aptia Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. Job requirements Aptia is seeking a visionary and transformational VP Contact Center Operations to lead and elevate the organization's customer service strategy, contact center operations, and service delivery excellence across multiple lines of business. This leader will be responsible for defining and executing an enterprise-wide customer experience vision that drives operational excellence, client satisfaction, employee engagement, service innovation, and profitable growth. This role will serve as a key member of the leadership team, partnering closely with Executive Leadership, Client Services, Operations, Workforce Management, Technology, Product, and Human Resources to create a best-in-class service organization. This role is accountable for the overall performance, scalability, governance, and continuous improvement of customer-facing operations while ensuring a superior experience for both clients and participants. The successful candidate will bring a proven track record of leading large-scale contact center operations, driving transformational change, developing high-performing leadership teams, and achieving measurable business outcomes through customer-centric strategies.

Requirements

Bachelor's degree required
10+ years of progressive leadership experience in customer experience, contact center operations, service delivery, or related operational environments.
Demonstrated success developing and executing enterprise customer experience strategies.
Strategic thinker with the ability to translate business objectives into operational execution.
Strong executive presence with the ability to influence senior leaders, clients, and stakeholders at all organizational levels.
Demonstrated ability to lead through complexity, ambiguity, and transformation.
Strong business acumen with expertise in balancing customer outcomes, employee engagement, and financial performance.
Proven ability to build, mentor, and develop high-performing leadership teams.
Deep understanding of customer service excellence, performance management, quality assurance, workforce optimization, and operational analytics.

Nice To Haves

Master's degree in Business Administration, Operations, Organizational Leadership, or a related field preferred.
Experience with Benefits Administration, Payroll, HCM systems, Spending Accounts, and healthcare-related service delivery preferred

Responsibilities

Develop and execute the long-term vision, strategy, and operating model for customer experience and contact center operations across Aptia Services.
Establish a culture of customer obsession, continuous improvement, accountability, and operational excellence.
Drive innovation through process optimization, technology enablement, automation, self-service capabilities, and digital transformation initiatives.
Partner with executive leadership to identify opportunities that improve customer satisfaction, operational efficiency, and business performance.
Provide executive oversight of all customer contact center operations, ensuring consistent delivery of high-quality service across multiple business lines.
Establish and oversee enterprise service standards, performance expectations, and operational governance frameworks.
Ensure achievement of customer-facing service level agreements (SLAs), key performance indicators (KPIs), quality measures, and satisfaction goals.
Lead operational planning and capacity management strategies in partnership with Workforce Management and business leaders.
Provide executive oversight of Workforce Management functions, including forecasting, staffing, scheduling, real-time operations, capacity planning, and workforce optimization strategies to ensure service level achievement and operational efficiency.
Direct escalation management processes and provide executive oversight for high-impact client and customer issues.
Monitor business performance, identify emerging risks, and implement solutions that drive operational stability and service excellence.
Ensure organizational readiness for peak service periods, business continuity events, and evolving client requirements.
Build and maintain strategic relationships with key clients, serving as an executive point of contact for operational performance and customer experience initiatives.
Lead executive business reviews and present operational results, trends, risk assessments, and strategic recommendations to clients and senior leadership.
Partner with Sales, Client Services, and Operations teams to support business development, client retention, and expansion opportunities.
Proactively identify opportunities to strengthen client satisfaction and enhance long-term partnerships.
Represent customer operations in executive leadership forums and strategic planning discussions.
Lead, develop, and inspire a multi-level leadership organization, including directors, senior managers, managers, and customer service teams.
Build a high-performance culture focused on accountability, engagement, inclusion, career development, and customer-centric behaviors.
Establish succession planning strategies and leadership development programs to build organizational capability.
Drive talent acquisition, retention, workforce planning, and organizational design initiatives.
Foster an inclusive environment that attracts, develops, and retains diverse talent.
Own and manage the operating budget for customer experience operations, ensuring cost-effective service delivery while maintaining exceptional quality standards.
Monitor productivity, financial performance, resource allocation, and operational efficiency metrics.
Identify opportunities for cost optimization, process improvement, and scalable growth.
Ensure effective governance and accountability for operational expenditures and performance outcomes.
Ensure adherence to regulatory requirements, client obligations, internal policies, and industry best practices.
Develop and maintain contingency plans that support business resilience and uninterrupted service delivery.
Evaluate operational risks and implement mitigation strategies that protect service performance and client satisfaction.
Leverage operational analytics, workforce insights, customer feedback, and performance data to drive strategic decisions.
Establish executive reporting and dashboard frameworks that provide transparency into organizational performance.
Lead continuous improvement initiatives utilizing best practices, customer insights, and operational benchmarks.
Promote a culture of innovation, learning, and knowledge sharing across the organization.
Drive measurable improvements in customer satisfaction, employee engagement, productivity, and service quality.