VP of Contact Centers

Authority Brands•Atlanta, GA

20h

About The Position

The Vice President of Contact Center leads Authority Brands’ customer service and contact center operations across internal and external teams supporting consumer brands and corporate-owned locations. As a member of the leadership team, this role shapes and executes the future-state operating model to accelerate customer acquisition, improve retention, and deliver best-in-class experiences for homeowners and franchise owners. The leader fosters continual improvement and operational excellence by setting high performance standards, delivering efficient staffing and workforce solutions, and ensuring quality and compliance across customer contact channels. The role requires deep contact center leadership experience, a record of innovation and technology enablement, and the ability to scale people, processes, and platforms in a high-growth, multi-brand environment.

Requirements

10+ years of progressive contact center leadership experience, including oversight of internal operations and external or outsourced partners.
Demonstrated success building scalable operating models, standard processes, and playbooks in multi-site and/or multi-brand environments.
Proven ability to use data, reporting, and analytics to operate and improve customer service performance, including SLAs, QA, CSAT/NPS, FCR, AHT, conversion, and retention.
Strong business acumen, including experience owning budgets and P&L responsibility, and the ability to align staffing and technology investments with business outcomes.
Experience selecting, implementing, and scaling enterprise contact center AI, including conversational AI, voice and digital virtual agents, generative AI, agent assist, automated quality management, and conversation analytics.
Working knowledge of virtual-agent design and operations, including conversation design, knowledge readiness, CRM and back-end integration, human escalation, model evaluation, and performance optimization.
Experience establishing responsible AI governance with Technology, Data, Legal, Privacy, Information Security, Compliance, and Operations partners, and translating AI capabilities and risks into investment decisions and measurable outcomes.
Ability to translate business goals into executable plans and drive adoption through change management.
Engaging, self-directed leadership style, high performance standards, and ability to align decisions with company goals.
Ability to manage diverse priorities, focus on key objectives, and deliver value in a fast-paced environment.
Strong partnership and influence skills, including the ability to work through conflict, build trust, and align cross-functional stakeholders.
Exceptional communication and organizational skills, with clear executive-ready written and verbal communication.
Effectiveness leading distributed teams.
Bachelor’s degree required.

Nice To Haves

Franchise, multi-location, and/or home services experience.
Advanced degree or equivalent experience.

Responsibilities

Lead customer service and contact center personnel across a geographically dispersed organization.
Define and execute the enterprise contact center strategic vision, multi-year roadmap, and operating model across brands and business units.
Develop a customer service platform and playbook that can integrate future acquired brands and business units.
Balance people, systems, and equipment resources and maintain an organizational structure that meets or exceeds KPIs.
Partner with brand executives, Marketing, and Operations to design end-to-end contact strategies and customer journeys that maximize experience, conversion, and efficiency.
Oversee internal contact center operations and external call center/BPO partners, including governance, performance management, and continuous improvement.
Evaluate and optimize contact center technology systems, including CCaaS, CRM, QA, WFM, and analytics, to reduce waste and complexity and improve customer and employee experience.
Define and lead the roadmap for AI-powered customer engagement, including voice and digital virtual agents, conversational AI, agent assist, intelligent routing, automated quality management, interaction summarization, and post-contact workflow automation.
Lead AI implementation and scaling from use-case prioritization, business-case development, vendor selection, and pilots through integration, change management, adoption, optimization, and handoffs between virtual and human agents.
Establish responsible AI governance, monitoring, and continuous improvement to protect customer data, support accuracy and compliance, and measure operational and customer outcomes.
Set service, quality, and revenue performance goals; establish standard KPIs and lead the organization to meet and exceed targets.
Use data insights to guide operational decisions and provide meaningful reporting and business recommendations to executive leadership.
Own contact center budgets and financial accountability, including planning, forecasting, and expense management.
Coach, mentor, and develop leaders and high-potential talent within the contact center organization.
Provide customer experience thought leadership and stay current on industry trends, emerging technology, and regulatory and compliance requirements applicable to contact center operations.