Vice President, Contact Center Solutions – Service Management

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

📋 Description

• Identify and secure new business opportunities within the contact center and associated service areas.

• Conduct assessments for potential clients regarding contact centers, including staffing models, cost per contact, KPI performance, and quality programs.

• Utilize assessments as a consultative approach to initiate new engagements.

• Build and enhance executive-level relationships with clients.

• Lead client presentations, sales pitches, and discussions on solution design.

• Take ownership of and contribute to RFP responses, proposals, and Statements of Work.

• Collaborate with Finance and executive leadership on contract reviews and negotiations.

• Maintain a dynamic pipeline aligned with a $5M annual sales target.

• Act as a trusted advisor on contact center strategies, operations, and CCaaS platforms.

• Provide oversight and leadership support during contact center implementations and go-lives.

• Ensure effective communication and alignment among stakeholders.

• Drive optimization and performance improvement initiatives within contact centers.

⛳️ Requirements

• A minimum of 8 years of experience in healthcare contact center operations, consulting, or relevant leadership positions.

• Demonstrated success in business development and generating revenue.

• Proven ability to establish relationships, influence executives, and finalize deals.

• Experience in leading both sales initiatives and delivering execution.

• Comprehensive understanding of contact center operations, KPIs, and workforce management.

• Familiarity with Contact Center as a Service (CCaaS) platforms.

• Strong executive presence coupled with excellent communication skills.

• Experience in supporting proposals, RFPs, and contract negotiations.

• Familiarity with Epic MyChart IT Operations.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunity to work in a collaborative and innovative environment.

• Professional development opportunities aimed at advancing your career.

• Flexible work arrangements to encourage work-life balance.

• Remote position with approximately 25% travel, with the potential to increase to 50% as necessary.