Vice President, Contact Center of Excellence (COE)
Confidential
Vice President, Contact Center of Excellence (COE)
About the Company
Influential organization in the health & wellness industry
Industry
Insurance
Type
Public Company
Founded
1964
Employees
10,001+
Categories
- Business Services
- Insurance
- Health and Wellness
- Health
- Health Care
- Hospitals
- Kentucky
- Life and Health
- Managed Care
- Health Insurance
- Louisville
- Venture Capital
- Health & Wellness
- Finance
Business Classifications
- B2C
About the Role
The Company is seeking a Vice President for its Contact Center of Excellence (COE). This executive will be responsible for defining and executing the enterprise contact center strategy, setting standards, and driving outcomes across high-volume call centers to ensure a consistent, high-quality, and cost-effective customer experience. The role involves establishing enterprise standards, operating rhythms, and shared capabilities, and partnering with business segment leaders to deliver measurable improvements in customer experience, operational efficiency, and strategic growth. Key responsibilities include leading the design and optimization of end-to-end customer journeys, sponsoring learning and capability enablement strategies, and driving performance excellence through continuous improvement. Candidates for this role at the company should have a Bachelor's degree in a relevant field and at least 12 years of progressive leadership experience in contact center operations, customer experience, or related areas. The ideal candidate will have a proven track record in enterprise strategy, governance, and large-scale transformation, as well as experience in technology-enabled modernization and influencing senior executives in a complex, regulated environment. Strong financial and business acumen are essential, with a focus on developing business cases, managing budgets, and tracking benefits realization. A Master's degree and executive leadership experience in a highly regulated service industry are preferred. The role requires a leader with core competencies in strategic thinking, change leadership, customer-centered leadership, and a strong focus on data-driven decision-making.
Hiring Manager Title
Senior Vice President
Functions
- Operations
- Strategy
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