VP, Contact Center

AXS•Frisco, TX

1d•Onsite

About The Position

The Vice President, Contact Center is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support organization. This role will be responsible for leading and executing the Support organization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance AXS's customer support model and scale our support operations capabilities to meet the diverse needs of our customers.

Requirements

BA/BS Degree (4-year) (Advanced Degree Preferred)
Bachelor’s degree in Business Administration, Management, or a related field; Masters or advanced degree preferred.
10+ years Senior Leadership in a global Contact Center Operation: Proven ability to lead and inspire large, globally distributed teams while driving organizational change and transformation.
Customer Focus and Satisfaction: Demonstrates a deep level of commitment to customer satisfaction.
Global Perspective: Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base.
Technical Expertise: Strong understanding and proven track record of utilizing Artificial Intelligence (AI) and emerging technologies in customer support and service delivery.
Proven success in managing large-scale, global contact center operations.
Strong understanding of contact center technologies and customer experience strategies
Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate with senior executives and stakeholders
Demonstrated ability to drive performance improvements and cost efficiencies in a dynamic environment.
Experience working across different time zones and cultures is a plus – specifically, language translations.

Nice To Haves

Tool knowledge: Five9, AWS CONNECT, ZenDesk, Satisfi bot, AI bots, Workforce Management, Virtual Observer

Responsibilities

Develop and execute a global contact center strategy and vision that aligns with our corporate goals, drives innovation, and enhances customer satisfaction.
Manage day-to-day operations of the North American contact centers, ensuring high performance, efficiency, and adherence to service standards. Ensures global CSAT, NPS, PCI, and company branding are consistent to policy, and meeting the minimum standards.
Champion the customer experience by ensuring customer feedback is integrated into support strategies. Implement global strategies to improve overall customer satisfaction, loyalty, and retention. Address complex issues and ensure alignment with our customer experience and vision.
Develop and manage the contact center budget, identifying opportunities for cost savings and operational improvements.
Lead, mentor, and develop a high-performing team of contact center professionals across various regions, fostering a culture of excellence and continuous improvement.
Stay updated on industry trends and technology, implementing innovative solutions to enhance contact center performance. Incorporate AI and other advanced technologies to improve AXS customer support service delivery and customer satisfaction.