VP Contact Center

Redwood Services • Memphis, TN

1d

About The Position

Redwood Services is seeking a visionary Vice President of Contact Centers to build network-wide capabilities that transform how our 23 residential HVAC, plumbing and electrical Partners convert, create and manage customer demand. This leader will harness new technology to prepare our Partners to build the next generation of contact centers — one where success isn't measured by inbound booking rate alone, but by keeping job boards full year-round, maintaining the right mix of new-customer and replacement opportunities, and coordinating live CSRs, AI voice and SMS into a single, efficient engine for booking jobs and winning new customers.
Reporting to Redwood's Chief Marketing Officer, this leader will succeed through influence, evidence and enablement, not command and control. They won't run a centralized call center; each Partner keeps a high-performing local contact center, with Partner CSR Managers reporting to the General Managers of their business and owning day-to-day execution and results. Instead, this role is about building the standards, analytics, technology strategy, operating routines and management capabilities that help every Partner perform more like our best ones.
We're looking for a strategic thinker who can move fluidly between the macro view and the micro detail, who loves coaching and developing people, and who is hungry and growth-oriented enough to build something that doesn't fully exist yet.

Requirements

• Ten (10)+ years of progressive contact-center, customer operations, revenue operations or service-operations leadership required; multi-site or decentralized experience strongly preferred.
• Home services, field services or other high-volume, appointment-based service experience required, including both inbound and outbound calls.
• Demonstrated success improving conversion, service levels, workforce productivity, QA/coaching and operational consistency at scale.
• Strong analytical orientation, with the ability to define metrics, interpret workforce and funnel data, and turn reporting into action.
• Hands-on familiarity with modern Telecom/CCaaS, CRM, workforce management, AI voice, SMS and call-analytics ecosystems; ServiceTitan and Talkdesk experience is a plus.
• Experience building operating routines and influencing business-unit leaders without relying solely on direct authority.
• Commercial mindset with an understanding of marketing economics, customer lifecycle management and capacity utilization.
• Strong change-management, communication and facilitation skills; credible with both frontline managers and senior executives.
• A natural coach who genuinely enjoys developing people and has a track record of doing it well.
• Comfortable operating at both altitudes — able to zoom out to see network-wide trends and zoom in on the details driving a single Partner's performance — with the drive and ambition to build something new.

Nice To Haves

• ServiceTitan and Talkdesk experience is a plus.

Responsibilities

• Lead a team of coaches who support Partners across every Redwood division, coach CSR Managers directly, monitor performance, and drive adoption of best practices.
• Build the performance management system, defining common KPIs and data standards for booking rate, new-customer booking, abandonment, cancellations, high value call identification, technician utilization, job board fill rates, customer-data capture and outbound performance , with transparent Partner benchmarking, dashboards and executive reporting.
• Create a network-wide QA model, implementing a common Redwood call-quality scorecard and coaching methodology, and moving toward AI-assisted analysis of 100% of interactions to surface missed opportunities and focus manager attention where it matters most.
• Advance demand orchestration and job board management, developing, refining and rolling out Redwood best practice tools, and connecting customer-contact activity to technician capacity, including system checks, aged-system prioritization, outbound and SMS campaigns, cancellation recovery and capacity preservation for high-value demand.
• Lead the contact-center technology and AI roadmap, owning the business strategy for Talkdesk and related technology, defining where AI voice, AI messaging, automation, workforce tools and analytics should be deployed, and establishing pilots, success measures and scaling criteria to prevent fragmented vendor adoption.
• Build an enterprise outbound engagement capability, creating visibility into outbound activity across Partners and establishing campaign, measurement and governance standards for member outreach, aged-equipment campaigns, unsold-estimate follow-up, rehash and renewals — in partnership with Legal/Compliance on TCPA and consent practices.
• Raise the capability of Partner Contact Center Managers, defining what excellent modern contact-center management looks like, building playbooks, peer learning and calibration, and systematically scaling best practices from high-performing Partners across the network.

Benefits

• Competitive compensation, including base salary, performance bonus and long-term incentive plan
• Outstanding benefits, including 100% employer-paid medical coverage, dental and vision coverage, and 401(k) match
• The opportunity to be part of a fast-paced, entrepreneurial team, working alongside some of the best operators in the home services industry

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed