Vice President of Contact Centers
Confidential
Vice President of Contact Centers
About the Company
Dynamic provider of essential home services
Industry
Consumer Services
Type
Privately Held
Founded
2020
Employees
11-50
Categories
- Services
Specialties
- hvac
- plumbing
- acquisitions
- home services
- home services companies
- home-based services
- heating
- cooling
- ventilation
- electrical
- investments
- business operations
- business partnerships
- business consulting
- mergers
- home-based service companies
- hvac management
- business growth
- financial business growth
- and business resources
About the Role
The Company is in search of a visionary Vice President of Contact Centers to spearhead the development of modern, technology-enabled contact center capabilities. This role is pivotal in transforming the way the company's residential HVAC, plumbing, and electrical partners manage customer demand. The successful candidate will be responsible for building network-wide standards, analytics, and technology strategies that empower each partner to operate high-performing local contact centers. Key responsibilities include leading a team of coaches, building a performance management system with common KPIs, creating a network-wide QA model, advancing demand orchestration, and leading the contact-center technology and AI roadmap. The role demands a strategic thinker with a strong commercial mindset, a natural coach, and the ability to influence business-unit leaders without relying solely on direct authority. Applicants for the Vice President of Contact Centers position at the company should have a minimum of 10 years' experience in contact center, customer operations, revenue operations, or service-operations leadership, with a preference for those with multi-site or decentralized experience. A background in home services, field services, or other high-volume, appointment-based service industries is essential. The ideal candidate will have a proven track record of improving conversion, service levels, and operational consistency at scale, and possess a strong analytical orientation. Hands-on familiarity with modern Telecom/CCaaS, CRM, workforce management, AI voice, SMS, and call-analytics ecosystems is required, with experience in ServiceTitan and Talkdesk being a plus. The role also requires strong change-management, communication, and facilitation skills, as well as the ability to coach and develop people effectively.
Hiring Manager Title
Chief Marketing Officer
Functions
- Operations
- Sales/Revenue
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