Vice President, Contact Center Operations

Job overview

The Vice President, Contact Center Operations role is onsite in Los Angeles, CA. The stated base pay range is $148,000–$185,000 annually. The role leads Premier America Credit Union’s contact center strategy and supports a consistent member experience. The vice president sets service standards and operational priorities while strengthening controls, technology, workforce planning, and service quality. The role contributes to member service by improving resolution, coordinating across channels, and leading contact-center transformation and continuous improvement.

What you'll do

• Set contact-center strategy, service standards, and performance priorities
• align branch and contact-center referrals, escalations, communications, hours, and handoffs
• maintain procedures and controls
• lead CCaaS transformation
• oversee knowledge management
• use dashboards and scorecards to drive accountability
• manage vendor strategy, contracts, service levels, risk reviews, and budgets
• partner on technology implementation and optimization
• maintain business continuity and incident-response practices
• oversee staffing plans and forecasts
• provide executive updates
• develop leaders and manage department performance.

What we're looking for

Skills & competencies

vice president

contact center operations

credit union

member experience

ccaas

service quality

workforce planning

los angeles ca

premier america credit union

$148k–$185k/year

ai-enabled self-service

Work arrangement

• Weekend coverage required

Benefits & perks

• Subsidized medical, dental, and vision
• FSA and HSA
• company-paid life and AD&D insurance
• member loan discounts
• paid vacation, holidays, and sick time
• 401(k) with 6% safe harbor employer match
• educational assistance.

Why this role

Leads contact-center transformation, including AI-enabled self-service, CCaaS, workforce management, analytics, and secure servicing technology.

About the employer

Premier America Credit Union is hiring for this role. Industry: Credit Unions. Sector: 52.