AVP - Customer Care

Description: • Overseeing all P&L deliverables and leading the execution of operational plans for customer support across the Contact Center • Developing and implementing strategies that will enhance the efficiency and effectiveness of Contact Center Operations • Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives • Overseeing staffing operations and employee development & retention initiatives, including employee selection, onboarding, and training • Ensuring quality relationships with other departments such as WFM, Quality, Safety, IT, HR, Finance, and across programs related to Contact Center • Overseeing Contact Center operations, establishing Contact Center-specific best practices, and ensuring alignment with industry-established best practices • Ensuring that compliance, regulatory & legal requirements are being followed by the Contact Center teams • Creating an environment of inclusion, a culture of caring, open communication, and ensuring the wellbeing of the teams you oversee • Ensuring operational excellence in all facets of running a large organization with multiple cross functional partners in a matrixed environment • Leadership development, succession planning, and driving engagement programs for the teams you oversee. • Ensuring development and mentorship of next generation of leadership talent • Providing accessible leadership that encourages innovation, ownership, and professionalism in alignment with CVSH’s values and vision Requirements: • 15+ years of experience in customer service operations • 7+ years of demonstrated leadership experience in managing Contact Center operations, or similar type organization, on a large scale in a highly competitive multi-unit environment. 10+ years preferred • Ability to effectively communicate and influence at all levels of the organization. • Ability to collaborate effectively across different business functions, different perspectives, and distinctive styles of leadership • Experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies across Care Operations • Communication and leadership skills in leading and motivating a growing and changing service operation • Experience building high-performing teams is required and the ideal leader must have a proven track record of building a robust talent pipeline and a ready-now succession slate. • Address areas of opportunity head to ensure we are creating an optimal colleague, customer and patient experience • Demonstrate grit, perseverance and resilience in a fast-paced environment and leading their team to do the same. • Ability to pivot quickly and come up with innovative solutions when faced with challenges that inspired and engages the team along the journey. Benefits: • Affordable medical plan options • a 401(k) plan (including matching company contributions) • an employee stock purchase plan • No-cost programs for all colleagues including wellness screenings • tobacco cessation and weight management programs • confidential counseling and financial coaching • Benefit solutions that address the different needs and preferences of our colleagues including paid time off • flexible work schedules • family leave • dependent care resources • colleague assistance programs • tuition assistance • retiree medical access and many other benefits depending on eligibility. Apply Job!