Vice President, Customer Experience & Contact Center Operations
Vice President, Customer Experience and Contact Center Operations Location: Remote (with travel as needed) Position Summary The Vice President of Contact Center will lead the strategy, development, and execution of Evive Brands’ centralized contact center operations across all brands. This role is responsible for driving customer experience excellence, franchisee support, operational efficiency, and scalable growth through a high-performing, multi-channel contact center. This leader will partner closely with Brand Leaders, Operations, Marketing, and Technology teams to ensure the contact center supports lead generation, customer engagement, and franchisee success while maintaining brand standards across all concepts.
Key Responsibilities
Strategic Leadership
- Develop and execute a comprehensive contact center strategy aligned with Evive Brands’ growth objectives across all brands (Maid Brigade, Executive Home Care, Grasons, Brothers Gutters, Assisted Living Locators, Pacific Lawn Sprinklers & Shine).
- Build a scalable, centralized contact center model that supports both customer acquisition and ongoing service needs.
- Establish KPIs, dashboards, and reporting to measure performance, customer satisfaction, and ROI.
Operations & Performance Management
- Oversee day-to-day multiple contact center operations, including inbound/outbound call management, scheduling, workforce planning, and service levels.
- Drive continuous improvement initiatives to enhance efficiency, reduce costs, and improve service quality.
- Implement and monitor SLAs across all brands to ensure consistent and high-quality service delivery.
- Ensure proper call routing, escalation processes, and issue resolution protocols are in place.
Customer Experience & Brand Alignment
- Champion a best-in-class customer experience across all touchpoints (phone, chat, email, digital).
- Ensure brand-specific standards and messaging are consistently applied across all interactions.
- Partner with Marketing and Brand teams to align contact center messaging with campaigns and customer journeys.
Franchisee Support & Engagement
- Serve as a key partner to franchisees by ensuring the contact center supports lead handling, appointment setting, and customer follow-up.
- Gather and analyze feedback from franchisees to improve processes and service delivery.
- Drive adoption and satisfaction of contact center services across the franchise network.
Technology & Systems
- Lead the selection, implementation, and optimization of contact center technologies (CRM, telephony, AI/chat tools, workforce management systems).
- Partner with IT and systems teams to integrate contact center platforms with existing systems (e.g., CRM, marketing automation).
- Leverage data analytics and automation to improve performance and customer insights.
Team Leadership & Development
- Build, lead, and develop a high-performing contact center leadership team.
- Establish a strong culture of accountability, customer focus, and continuous improvement.
- Develop training programs, quality assurance processes, and performance management frameworks.
Financial & Budget Management
- Develop and manage the contact center budget, including staffing models and vendor relationships.
- Identify opportunities for cost optimization while maintaining service quality.
- Track and report on financial performance and ROI of contact center initiatives.
Qualifications
- Bachelor’s degree required; Master’s degree preferred.
- 10+ years of progressive leadership experience in contact center or customer experience operations.
- Experience leading multi-brand, multi-location, or franchise-based contact center environments strongly preferred.
- Proven track record of scaling contact center operations in a high-growth environment.
- Strong experience with contact center technologies, CRM systems, and workforce management tools.
- Proven experience leading multi-channel contact center environments (voice, chat, email, SMS) at scale
- Demonstrated experience implementing and optimizing AI-driven solutions within contact centers, including conversational AI, chatbots, workforce optimization tools, and speech/text analytics
- Demonstrated ability to drive KPIs such as service levels, conversion rates, customer satisfaction (CSAT), and cost per contact.
- Experience leveraging data analytics and AI insights to drive operational efficiency, improve custome
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