VP Customer Care – Contact Center Shared Services

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

📋 Description

• Direct the customer service operations for Personal Lines and Life & Retirement.

• Manage centralized functions for both Customer Care and Claims operations.

• Ensure exceptional service performance today while developing a modern, insight-driven contact center for the future.

• Collaborate across the organization to provide outstanding customer experiences while enhancing efficiency, scalability, and operational discipline.

⛳️ Requirements

• Over 12 years of leadership experience in large-scale contact center or customer operations.

• Background in leading Quality Assurance, Workforce Management, and governance functions related to contact center technology.

• Proven track record of managing multi-site and/or outsourced contact center operations.

• Strong analytical focus with a KPI-driven operational framework.

• Demonstrated success in leading large-scale operational transformation initiatives.

• Bachelor’s degree or equivalent experience.

🏝️ Benefits

• Health insurance

• Retirement plans

• Bonuses