VP Member Contact Center

About the Company

We're looking for a Vice President, Member Contact Center (MCC) in Gulfport, MS to join a top credit union. This individual will provide executive leadership and strategic oversight for all contact center operations (90 employees), including Member Services, Member Relationships & Concierge, and Member Lending.

About the Role

Reporting to the Chief Operations Officer, this role is responsible for delivering exceptional member experiences through service excellence, relationship-based engagement, efficient lending support, and advanced contact center and AI-enabled technologies.

Responsibilities

• Partner with the COO to shape and execute enterprise strategy, positioning the MCC as a driver of growth, member loyalty, and operational excellence
• Provide executive oversight of all MCC operations, leading a high-performing, multi-level organization
• Define and manage enterprise KPIs, service standards, and performance metrics across efficiency, quality, sales effectiveness, and member experience
• Build and sustain a high-performance leadership culture emphasizing accountability, collaboration, innovation, and continuous improvement
• Lead workforce strategy, capacity planning, and resource allocation to balance productivity, cost management, and service excellence
• Drive talent strategy including succession planning, leadership development, and organizational readiness for growth and modernization
• Leverage analytics and AI-driven insights to identify trends, risks, and improvement opportunities
• Champion process excellence, automation, and modernization initiatives to reduce cost-to-serve and improve efficiency
• Serve as executive escalation authority for complex or high-impact member concerns
• Act as executive business owner for contact center technology platforms, partnering with IT, Operations Support, and vendors on strategy and innovation
• Oversee vendor partnerships to ensure performance, value realization, and alignment with business objectives
• Establish enterprise reporting and dashboards for visibility into performance, risks, and opportunities
• Ensure strong governance, internal controls, audit readiness, and regulatory compliance (including BSA and OFAC)
• Oversee incentive programs, budgets, and capital planning with accountability for ROI and fiscal stewardship
• Provide leadership during crisis events, business continuity situations, and operational disruptions

Qualifications

• Bachelor’s degree in Business or related discipline
• 10 years of progressive leadership experience in contact center operations
• Experience working for a bank or credit union
• 5 years of experience overseeing contact center technologies, including telephony, analytics platforms, and AI-enabled service tools

Required Skills

• Master’s Degree
• Process improvement and large-scale operational transformation experience

Pay range and compensation package

$175k - $190k (Depending on experience)

Exact compensation may vary based on several factors, including skills, experience, and education.