Vice President, Customer Support Operations

Key Responsibilities

Operational Leadership & Strategy

• Lead and manage the customer service, loss mitigation, operations support, and collections teams, fostering a high-performance, accountable, and collaborative culture.
• Oversee call center operations across multiple locations, including remote teams.

Process Optimization & Cost Efficiency

• Develop and execute shared services strategy, staffing plans, and budgets aligned with organizational goals.
• Identify opportunities for growth, process improvements, and cost savings while maintaining high service levels.

Performance Monitoring & Continuous Improvement

• Track and analyze key business metrics, customer feedback, and performance reports to identify areas for operational enhancements.
• Implement process improvements to enhance efficiency, effectiveness, and service delivery.

Corporate Initiatives & Digital Transformation

• Lead, co-lead, or participate in special projects and digital transformation initiatives to modernize customer support functions.

Regulatory Compliance & Audit Adherence

• Ensure departmental procedures comply with all Federal and State laws, SOX regulations, and internal audit requirements.

Technology & Infrastructure Management

• Serve as the business owner for Call Center technologies, partnering with IT to enhance technology infrastructure, including hardware, software, and telephony.

Qualification & Requirements

Education

• Bachelor’s degree in Business Administration or a related field.

Experience

• Minimum 10 years of relevant work experience, with 7+ years in a management role within a shared services or call center environment.

Skills & Competencies

• Strong customer service focus with a results-driven mindset.
• Expertise in call center operations, collections, and loss mitigation.
• Solid leadership, relationship management, and communication skills.
• Proven ability to manage budgets, optimize processes, and drive cost efficiency.
• Strong analytical and problem-solving abilities.
• Experience leading corporate initiatives and cross-functional collaboration.
• Familiarity with technology solutions for customer service and call centers.
• Ability to work independently and proactively seek continuous improvement opportunities.

Benefits

Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more.