Vice President, Contact Center

Jay D'Aprile

Executive Vice President

We are happy to announce that this search has been completed and we are no longer accepting candidates.
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Large Health Insurance Company

Position Summary:

The Vice President, Contact Center will lead the service model including strategy, performance, and employee engagement. They will drive operational excellence, strategic planning, and innovation within the organization’s member and provider contact centers. This position requires a visionary leader who can elevate contact center operations through process optimization, leveraging best-in-class technologies, and a focus on creating a seamless customer experience. The successful candidate will play a critical role in shaping and implementing a forward-looking strategy that aligns with the company’s commitment to exceptional customer experience, innovation, and operational efficiency. This leader will oversee day-to-day contact center operations, ensuring adherence to performance metrics, high levels of customer satisfaction, and effective workforce management. Additionally, they will lead and develop a team across commercial and government, lines of business, fostering a culture of accountability, excellence, and professional growth.
 

Our placement is a transformative leader with a proven track record in health insurance, driving innovation, operational excellence, and seamless customer experiences. They bring deep expertise in workforce planning, self-service optimization, and cutting-edge contact center technologies. A data-driven, process-oriented strategist, they excel in digital transformation and performance optimization while engaging and developing high-performing teams.