Senior Vice President, Contact Center Solutions – Services

This is a fully remote position, open to applicants in Florida.

📋 Description

• Direct and expand Imagenet’s healthcare-oriented Contact Center operations throughout the U.S. and offshore delivery locations.

• Take ownership of the Contact Center service-line strategy, service architecture, delivery performance, scalability, financial outcomes, and ongoing development.

• Manage intricate, multi-client Contact Center operations with teams based in the U.S. and offshore.

• Implement operational disciplines in workforce management, quality assurance, training, service levels, productivity, customer experience, reporting, and continuous enhancement.

• Develop scalable delivery models that accommodate growth, new clients, fluctuating volumes, and evolving channels.

• Collaborate with Sales and Account Management on new business opportunities, expansions, renewals, and cross-selling initiatives.

• Assist in discovery processes, RFPs/RFIs, solution design, staffing models, pricing, statement of work development, due diligence, and finalist presentations.

• Act as an executive client and prospect leader, converting operational capabilities into business solutions.

• Oversee Imagenet’s Shared Services organization and implementation plan alongside Claims and Philippines leadership.

• Create reusable capacities in workforce analytics, quality assurance, training, reporting, knowledge management, process excellence, implementation readiness, automation, and AI.

• Establish governance, service expectations, capacity allocation, performance metrics, cost transparency, and value realization.

• Manage Contact Center business requirements related to telephony, CRM, workforce management, knowledge management, interaction analytics, automated quality assurance, speech analytics, agent assistance, self-service, and associated technologies.

• Work with Technology on a modernization roadmap and promote a human-plus-AI operating model.

• Provide executive oversight for offshore Contact Center delivery through the leadership team in the Philippines.

• Direct operating plans, budgets, forecasts, staffing models, margin strategies, and investment choices.

• Track revenue, profitability, service costs, utilization, productivity, quality, and overall financial performance.

• Collaborate with executive leadership, Operations, Sales, Account Management, Finance, HR, Technology, Compliance, and Security.

⛳️ Requirements

• Over 15 years of progressive experience in Contact Center, BPO, customer operations, managed services, or related service delivery roles.

• More than 10 years in executive or senior leadership positions overseeing large, complex, multi-client, multi-site, or distributed Contact Center operations.

• Proven success in roles as both an offering/service-line leader and delivery executive.

• Experience with P&L ownership or similar financial responsibilities.

• Extensive knowledge of Contact Center operations, workforce management, forecasting, scheduling, quality assurance, training, performance management, and service-level accountability.

• Background in supporting business development, solutioning, RFPs/RFIs, pricing, statements of work, implementations, and client growth.

• Strong presence at the executive client level.

• Experience in leading or supervising offshore service delivery.

• Solid understanding of Contact Center technologies, analytics, AI, automation, knowledge management, and workforce technology.

• Experience in developing shared capabilities, centers of excellence, Shared Services, or similar cross-business operational models.

• Strong financial, analytical, strategic, and cross-functional leadership abilities.

• Healthcare experience is strongly preferred, including familiarity with healthcare payer operations or healthcare BPO, member or provider services, regulated customer operations, Philippines-based delivery operations, technology-enabled Contact Center transformation, conversational AI, agent assistance, automated quality assurance, interaction analytics, self-service, and workflow automation.

🏝️ Benefits

• Equal employment opportunities and protection from discrimination and harassment under applicable federal, state, or local law.