VP Customer Care & Contact Center Shared Services

Job Title: Vice President, Customer Care & Contact Center Shared Services

Location: Remote 

Position Summary

The Vice President, Customer Care & Contact Center Shared Services will lead customer servicing operations for Personal Lines and Life & Retirement while overseeing the centralized capabilities that support both Customer Care and Claims operations. This role blends operational excellence with enterprise transformation, ensuring strong service performance today while building a modern, insight-driven contact center for the future.

The VP will be responsible for contact center operations as well as shared services including Quality Assurance, Workforce Management, Contact Center Technology, Analytics & Insights, Vendor Management, and Operational Modernization. This leader will partner across the organization to deliver exceptional customer experiences while improving efficiency, scalability, and operational discipline.

Key Responsibilities

Customer Care Operations (Policy Servicing)

• Lead end-to-end servicing contact center operations across voice and digital channels.
• Drive performance across key service metrics including service level, abandon rate, average handle time (AHT), first contact resolution (FCR), quality assurance (QA), customer satisfaction (CSAT), net promoter score (NPS), complaint management, and regulatory compliance.
• Foster a strong coaching culture and build frontline leadership capability.
• Drive demand management initiatives to reduce avoidable contacts.
• Partner cross-functionally with Underwriting, Billing, Claims, Distribution, and Product teams to resolve systemic service issues.

Contact Center Shared Services (Customer Care & Claims)

Quality Assurance & Performance Management

• Lead the enterprise QA framework including calibration standards and coaching effectiveness.
• Integrate speech and text analytics to generate actionable insights.
• Ensure governance, compliance, and performance transparency. 

Workforce Management (WFM)

• Oversee forecasting, capacity planning, scheduling, and intraday operations management.
• Manage shrinkage controls and scenario planning.
• Establish a unified workforce management model across internal and outsourced operations. 

Telephony & Contact Center Technology

• Provide operational ownership for contact center platforms including routing, IVR, call recording, and knowledge management tools.
• Partner with IT to define technology roadmaps, integrations, and platform modernization initiatives.
• Simplify and rationalize fragmented or legacy tooling. 

Analytics & Insights

• Establish enterprise dashboards and KPI governance.
• Lead Voice of the Customer (VOC) programs, root-cause analysis, and identification of contact demand drivers.
• Translate insights into operational, training, and digital improvements. 

Vendor Management

• Govern business process outsourcing (BPO) relationships, service level agreements (SLAs), and contract performance.
• Ensure consistent performance management across internal and partner operations. 

Modernization & Automation

• Lead the contact center transformation roadmap, including self-service capabilities, workflow automation, AI-assisted servicing, and digital enablement.
• Develop business cases and oversee ROI realization for modernization initiatives.
• Balance automation with regulatory compliance and customer trust considerations.

Customer Experience Strategy & Governance (Enterprise)