Description Job Title: VP – Contact Center Operations Overview: The VP Contact Center Operations leads Premier America Credit Union’s contact center strategy, service quality, operational performance, risk controls, and service technology. This role sets service standards, improves first-contact resolution, advances AI-enabled self-service, strengthens workforce planning, and partners across the enterprise to deliver a consistent member experience. What You Will Do: • Set Contact Center strategy, service standards, performance priorities, and enterprise alignment. • Partner with Branch leadership to align referrals, escalations, communications, hours, and handoffs across channels. • Maintain procedures and controls aligned with policies, regulations, and member experience standards. • Lead CCaaS transformation, including queue design, routing, escalation paths, quality expectations, and measurement. • Prepare teams for new products, services, processes, and digital servicing capabilities. • Own knowledge management, including governance, approvals, version control, communication, and adoption. • Use dashboards, scorecards, and governance routines to drive accountability and continuous improvement. • Oversee vendor strategy, contracts, service levels, risk reviews, roadmap alignment, financial management, and benefits realization. • Partner with Technology and vendors on implementation, testing, change management, optimization, Salesforce servicing, authentication, workforce management, analytics, and secure integration. • Maintain business continuity, disaster recovery, incident response, alternate routing, surge staffing, escalation, communications, and recovery practices. • Review staffing plans, forecasts, schedules, and workforce practices to support coverage and performance. • Lead executive updates and presentations on performance, risks, priorities, tradeoffs, and transformation plans. • Stay current on contact center and member operations trends. • Manage the department including leader development, coaching, succession planning, ensuring performance standards and overseeing the budget. • Oversee service processes, accuracy, and quality controls. Requirements What We Are Looking For: • 10+ years of banking, credit union, financial services, or contact center operations experience, including 5+ years in management. • Bachelor’s degree in business, operations management, technology, or related field required; MBA or related Master’s preferred. Equivalent relevant experience may be considered. • Knowledge of banking products, services, contact center operations, and member experience. • Experience meeting service, satisfaction, resolution, abandonment, handle time, and productivity goals. • Familiarity with CCaaS, workforce management, quality management, AI-enabled servicing, authentication, analytics, and secure technology. • Knowledge of compliance requirements, including authentication, privacy, call recording, complaints, accessibility, records retention, and third-party risk. • Strong analytical, budgeting, prioritization, problem-solving, adaptability, and execution skills. • ·Able to support a 24-hour organization with flexibility and sound judgment. • Leads with sound judgment, member focus, clear communication, and ethical leadership. Builds trust, motivates others, and fosters productive relationships. Pay Grade Info: The base pay range for this position is: 148k-185k/annually Perks Important to You: Our Team Members enjoy the following rewards and benefits: • Competitive pay • Subsidized health care including medical, dental and vision • FSA and HSA • Company-Paid Life and A&D insurance • Discounts on loans (must be a member) • Paid Vacation, Holiday, and Sick time • 401k Retirement Saving Plan with a 6% safe harbor employer match • Educational Assistance Program and more! Equal Opportunity Employer - Veteran / DIsabled Drug-free Workplace