VP, Contact Center (AI)

TL;DR

VP, Contact Center (AI): Leading and executing the global support organization strategy with an accent on leveraging emerging technologies and artificial intelligence to scale operations. Focus on driving operational excellence in North American contact centers, optimizing customer satisfaction, and managing global financial oversight.

Location: Onsite in Frisco, TX. Employer does not offer work visa sponsorship

Salary: $190,000 - $210,000

Company

hirify.global is a premier ticketing platform providing game-changing solutions for fans and clients globally.

What you will do

• Develop and execute a global contact center strategy aligned with corporate goals and innovation.
• Manage day-to-day North American operations ensuring high performance and adherence to service standards.
• Champion customer experience by integrating feedback into global strategies to improve loyalty and retention.
• Oversee contact center budgets and identify opportunities for cost savings and operational improvements.
• Lead and mentor a high-performing global team of contact center professionals.
• Implement AI and advanced technologies to enhance service delivery and customer satisfaction.

Requirements

• 10+ years of senior leadership experience in global Contact Center Operations.
• BA/BS Degree in Business Administration, Management, or a related field (Advanced Degree preferred).
• Proven track record of utilizing Artificial Intelligence (AI) and emerging technologies in customer support.
• Experience managing large-scale, globally distributed teams across different time zones and cultures.
• Proficiency with tools such as Five9, AWS Connect, ZenDesk, and Workforce Management systems.
• Must be authorized to work in the US; no visa sponsorship provided.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance available on the first day.
• 401k Plan with a current employer match of 3%.
• Paid holidays, vacation, and sick time.
• Education reimbursement for professional development and learning.
• Access to Employee Resource Groups (ERGs) and community volunteer opportunities.