Vice President Operations

About the Opportunity

Join a leading global healthcare and technology organization dedicated to helping millions of people live healthier lives. Our team leverages innovative technology, data, and healthcare solutions to connect individuals with the care, benefits, and resources they need to achieve their best health.

As part of our organization, your work will directly contribute to improving health outcomes and advancing equitable access to care on a global scale. You'll collaborate with talented professionals in an inclusive and diverse environment that values growth, innovation, and teamwork. We offer comprehensive benefits, career development opportunities, and the chance to make a meaningful impact in the communities we serve.

Position Summary

The Vice President, Contact Center Operations is a key member of the global operations leadership team responsible for driving operational excellence, organizational growth, and exceptional customer and employee experience. This executive will oversee large-scale contact center operations across multiple business segments and geographies, providing strategic leadership, operational oversight, and execution excellence. The role focuses on operational performance, customer satisfaction, workforce optimization, talent development, and business growth.The successful candidate will lead operations strategy, workforce planning, continuous improvement initiatives, and transformation efforts while leveraging performance data to drive business decisions and operational outcomes.

Key Responsibilities

Strategic Leadership

• Develop and execute a clear operational strategy aligned with business objectives
• Drive operational growth and scalable service delivery models
• Build and maintain strong partnerships with executive stakeholders and customers
• Lead organization-wide initiatives that improve performance and business outcomes

Operational Excellence

• Oversee multi-site contact center operations across multiple lines of business
• Drive productivity, efficiency, quality, and customer experience improvements
• Implement best practices, governance frameworks, and performance metrics
• Lead continuous improvement initiatives using Lean, Six Sigma, automation, and process optimization methodologies

Financial Leadership

• Own operational financial performance and P&L results
• Lead budgeting, forecasting, resource planning, and financial analysis
• Ensure efficient allocation of resources and achievement of financial objectives

Transformation & Innovation

• Champion digital transformation, automation, and operational innovation
• Identify opportunities to improve processes, technology utilization, and customer experience
• Drive sustainable operational effectiveness and long-term growth

Talent & Organizational Development

• Build, develop, and retain high-performing leadership teams
• Partner with Human Resources on workforce planning, succession planning, and talent development
• Foster a culture of accountability, inclusion, engagement, and continuous learning
• Ensure leadership capability and organizational readiness for future growth

Candidate Profile

The ideal candidate is an accomplished senior executive with extensive experience leading large-scale contact center operations and complex global organizations

You bring:

• Proven experience managing global, multi-site operations
• Strong commercial acumen and P&L management experience
• Expertise in workforce management, operational excellence, and service delivery
• Success leading business transformation and organizational change initiatives
• A track record of delivering operational, financial, and customer experience results
• Experience building strong relationships with executive stakeholders and clients
• Exceptional leadership, communication, and influencing skills

The successful candidate will be both strategic and hands-on, capable of navigating complex business challenges while maintaining focus on execution, customer outcomes, and talent development

Leadership Competencies

Vision & Strategy

• Develops and communicates a compelling vision.
• Anticipates future opportunities and challenges.
• Translates strategy into measurable outcomes.

Results Orientation

• Sets ambitious goals and drives accountability.
• Delivers consistent operational and financial results.
• Demonstrates resilience and execution excellence.

Talent Development

• Attracts, develops, and retains top talent.
• Builds strong leadership pipelines and succession plans.
• Coaches and mentors leaders to maximize performance.

Change Leadership

• Leads transformation in complex environments.
• Champions innovation and continuous improvement.
• Successfully guides teams through change and growth.

Influence & Collaboration

• Builds trusted partnerships across functions and geographies.
• Inspires teams through purpose and shared goals.
• Demonstrates exceptional stakeholder management and communication skills.

Qualifications

• Extensive leadership experience in contact center, operations, customer service, shared services, BPO, healthcare operations, or related environments.
• Experience leading large, geographically dispersed teams.
• Strong financial and business management expertise.
• Demonstrated success driving operational excellence and business transformation.
• Bachelor's degree required; advanced degree preferred.

Why Join Us

This is an opportunity to lead a large-scale global operation, shape organizational strategy, drive transformational growth, and make a meaningful impact on customers, employees, and business performance worldwide.