VP, Strategic Initiatives

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

📋 Description

• Spearhead the design, implementation, and governance of Contact Center Strategic Initiatives that align with enterprise objectives and transformation priorities.

• Supervise the Experience and Strategic Initiatives teams to enhance customer, client, and employee journeys through innovations in processes, data, and technology.

• Develop and oversee an integrated roadmap that encompasses modernization initiatives, human experience design, and quantifiable performance outcomes.

• Collaborate with Technology, Operations, and Vendor Management to provide platforms, tools, and processes across various business lines.

• Guide the analysis, assessment, and selection of technologies and workflows that optimize productivity, scalability, and user experience.

• Manage initiative prioritization, resource allocation, budgeting, and timelines.

• Establish metrics and dashboards that measure initiative effectiveness, impact on experience, and business ROI.

• Deliver executive-level insights and presentations that translate technical advancements into business outcomes.

• Lead and mentor managers, analysts, and team leads.

• Collaborate with the VP of Contact Center Excellence to operationalize and maintain strategies, systems, and processes post-implementation.

• Ensure that initiatives comply with regulatory, compliance, and security standards.

• Provide strategic direction, coaching, mentoring, training, and performance management for team members.

• Manage processes related to interviewing, hiring, promotions, transfers, appraisals, compensation, counseling, and termination of staff.

• Report and manage risks, including those related to Information Security, within the designated work area.

• Guarantee exceptional service to both internal and external clients while supporting the corporate mission, values, and objectives.

⛳️ Requirements

• A Bachelor's degree in Business, Systems, or a related field is required.

• Over 10 years of progressive leadership experience in strategy, technology, or contact center transformation.

• Demonstrated success in leading large-scale modernization or digital transformation initiatives.

• Experience in integrating technology, analytics, and customer experience design within complex environments.

• Proven track record of building and leading high-performing, cross-functional teams.

• Strong strategic and systems-level thinking, along with effective change leadership skills.

• Exceptional communication abilities and proficiency in executive presentation.

• In-depth understanding of contact center systems, automation tools, and performance analytics.

• Capability to convert complex business and technology requirements into actionable roadmaps.

• Collaborative leadership approach that encourages innovation and partnership across functions.

• Consistent and reliable attendance is required.

• Ability to sit, use hands for handling or feeling, and communicate verbally or audibly.

• Close vision capability is essential.

• Ability to occasionally lift or move items weighing up to 25 pounds.

• This position is currently not eligible for sponsorship.

• Must adhere to applicable work authorization requirements; Velera is an E-Verify Employer.

🏝️ Benefits

• Medical coverage with telemedicine options.

• Dental and vision insurance.

• Basic and optional life insurance plans.

• Paid Time Off (PTO).

• Maternity, parental, and family care community volunteer time off.

• 12 paid holidays per year.

• Company-paid disability insurance.

• 401k plan with employer matching contributions.

• Health Savings Accounts (HSA) with company contributions.

• Flexible Spending Accounts (FSA).

• Supplemental insurance options.

• Employee Assistance Program (EAP).

• Tuition reimbursement opportunities.

• Wellness program offerings.

• Remote-first, flexible working environment.

• Flexible time off policies and healthy working norms.

• Reasonable accommodations available for individuals with disabilities.