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Open nowPosted 10 hours ago

VP of Contact Centers

authority107 open roles

Where
Authority Brands Atlanta Office, 200 Galleria Parkway SE, Atlanta, Georgia, United States of America
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Your applicationOpen nowVP of Contact Centersauthority · Authority Brands Atlanta Office, 200 Galleria Parkway SE, Atlanta, Georgia, United States of America

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The clock on this job

Early applications get read.

12.9% of postings close within 7 days. Measured by our own scanner across the market. authority postings stay open a median of 20 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 12.9%7 days
  4. 21.0%14 days
  5. 35.6%30 days
  6. 58.5%60 days
This job: posted 10 hours ago

authority median: 20 days open

The posting

The Vice President of Contact Center leads Authority Brands’ customer service and contact center operations across internal and external teams supporting consumer brands and corporate-owned locations. As a member of the leadership team, this role shapes and executes the future-state operating model to accelerate customer acquisition, improve retention, and deliver best-in-class experiences for homeowners and franchise owners. This leader fosters a culture of continual improvement and operational excellence, setting and maintaining high performance standards, delivering efficient staffing and workforce solutions, and ensuring quality and compliance across all customer contact channels. The successful candidate brings deep contact center leadership experience, a track record of innovation and technology enablement, and the ability to scale people, process, and platforms in a high-growth, multi-brand environment. Key Responsibilities

Lead teams of customer service and contact center personnel across a geographically dispersed organization. Define and execute the enterprise contact center strategic vision, multi-year roadmap, and operating model across all brands and business units. Develop a customer service platform and playbook that can readily integrate future acquired brands and business units. Balance resources (people, systems, and equipment) and maintain the ideal organizational structure to meet or exceed key performance indicators (KPIs). Partner with brand executives, Marketing, and Operations to design end-to-end contact strategies and customer journeys that maximize experience, conversion, and efficiency. Oversee all internal contact center operations and external call center/BPO partners, including governance, performance management, and continuous improvement. Evaluate and optimize technology systems (e.g., CCaaS, CRM, QA, WFM, analytics) to minimize waste and complexity and improve customer and employee experience. Define and lead the roadmap for AI-powered customer engagement, including voice and digital virtual agents, conversational AI, agent assist, intelligent routing, automated quality management, interaction summarization, and post-contact workflow automation. Lead AI implementation and scaling from use-case prioritization, business-case development, vendor selection, and pilots through integration, change management, adoption, optimization, and seamless handoffs between virtual and human agents. Establish responsible AI governance, monitoring, and continuous improvement to protect customer data, support accuracy and compliance, and measure autonomous resolution, containment, escalation, conversion, cost per contact, agent productivity, and customer satisfaction. Set service, quality, and revenue performance goals; establish standard KPIs and lead the organization to consistently meet and exceed targets. Leverage data insights to drive operational decisions; provide clear, meaningful reporting and business recommendations to executive leadership. Own contact center budgets and financial accountability, including planning, forecasting, and expense management. Coach, mentor, and develop leaders and high-potential talent within the contact center organization. Provide customer experience (CX) thought leadership, staying current on industry trends, emerging technology, and regulatory/compliance requirements applicable to contact center operations.

Qualifications The Vice President of Contact Center brings extensive leadership experience in modern customer service, contact center operations, and enabling technologies, with the ability to guide a high-performing team and scale capabilities in a high-growth environment.

10+ years of progressive contact center leadership experience, including oversight of both internal operations and external/outsourced partners. Demonstrated success building scalable operating models, standard processes, and playbooks in multi-site and/or multi-brand environments. Proven track record leveraging data, reporting, and analytics to operate and advance customer service performance (e.g., SLAs, QA, CSAT/NPS, FCR, AHT, conversion, retention). Strong business acumen with experience owning budgets and P&L responsibility; ability to align staffing and technology investments to business outcomes. Experience selecting, implementing, and scaling enterprise contact center AI, including conversational AI, voice and digital virtual agents, generative AI, agent assist, automated quality management, and conversation analytics. Working knowledge of virtual-agent design and operations, including conversation design, knowledge readiness, CRM and back-end integration, human escalation, model evaluation, and performance optimization. Experience establishing responsible AI governance with Technology, Data, Legal, Privacy, Information Security, Compliance, and Operations partners, and translating AI capabilities and risks into investment decisions and measurable outcomes. Strategic and practical problem-solver who can translate business goals into executable plans, and drive adoption through change management. Engaging, self-directed leader who sets high performance standards and aligns decisions with company goals. Ability to manage diverse priorities, focus on key objectives, and deliver exceptional value in a fast-paced environment. Strong partnership and influence skills; able to work through conflict, build trust, and align cross-functional stakeholders. Exceptional communication and organizational skills; clear, executive-ready written and verbal communication. Effective at leading distributed teams. Franchise, multi-location, and/or home services experience preferred. Bachelor’s degree required; advanced degree or equivalent experience preferred.

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