Senior Vice President, Contact Center Solutions & Services (Healthcare)

Location: Remote, with the position associated with Tampa, Florida and travel required; U.S. and offshore delivery oversight

Company

Healthcare operations and technology-enabled services partner supporting health plans through Contact Center, Claims Administration, Digital Mailroom, and related administrative solutions.

What you will do

• Own the Contact Center service line, including strategy, service architecture, delivery performance, scalability, financial results, and continued evolution.
• Lead complex, multi-client Contact Center operations across U.S. and offshore teams, establishing disciplines for workforce management, quality, training, service levels, productivity, reporting, and customer experience.
• Partner with Sales and Account Management on business development, solution design, RFPs/RFIs, pricing, SOWs, implementations, renewals, and client growth.
• Lead the Shared Services organization and develop reusable capabilities across analytics, quality, training, reporting, knowledge management, process excellence, automation, and AI.
• Own Contact Center technology requirements and modernization across telephony, CRM, WFM, interaction analytics, automated quality, speech analytics, agent assist, and self-service.
• Manage operating plans, budgets, forecasts, staffing models, margins, investment decisions, revenue, profitability, cost-to-serve, utilization, and productivity.

Requirements

• 15+ years of progressive Contact Center, BPO, customer operations, managed services, or related service-delivery experience.
• 10+ years of executive or senior leadership responsibility for large, complex, multi-client, multi-site, or distributed Contact Center operations.
• Experience as both an offering or service-line leader and delivery executive, including P&L ownership or comparable financial responsibility.
• Deep expertise in Contact Center operations, workforce management, forecasting, scheduling, quality, training, performance management, and service-level accountability.
• Experience with business development, solutioning, RFPs/RFIs, pricing, SOWs, implementations, client growth, and offshore service delivery.
• Strong understanding of Contact Center technology, analytics, AI, automation, knowledge management, workforce technology, and cross-functional operating models.

Nice to have

• Healthcare payer operations or healthcare BPO experience.
• Member or provider services and regulated customer operations experience.
• Experience with Philippines-based delivery operations.
• Experience in Contact Center transformation, conversational AI, agent assist, automated QA, interaction analytics, self-service, or workflow automation.

Culture & Benefits

• Executive-level opportunity to shape the Contact Center offering, delivery model, technology strategy, and Shared Services organization.
• Work across U.S. and Philippines delivery operations with executive collaboration across Operations, Sales, Account Management, Finance, HR, Technology, Compliance, and Security.
• Focus on building scalable, disciplined, technology-enabled services for healthcare payers, members, and providers.
• Travel is required.