VP, COE Client Services

For our client, we are seeking a VP, COE Client Services to join the team of a leader in the Healthcare space.

This leader will shape a centralized client services strategy that strengthens contact center operations across the organization. The role will focus on establishing governance, performance standards, and a multi-year roadmap that improves customer experience and operational consistency. In partnership with business leaders and technology teams, this executive will drive modernization, analytics, and continuous improvement across omnichannel service delivery.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $160,000 – $200,000 annually

Responsibilities

• Define and execute the contact center COE strategy and multi-year roadmap
• Establish standards and governance for operational performance and customer experience
• Build and lead a high-performing team focused on innovation and continuous improvement
• Oversee design and optimization of omnichannel customer journeys
• Sponsor enterprise learning and development strategies for staff readiness
• Define KPIs and use analytics for performance tracking and improvement
• Set strategic direction for contact center technology and automation projects

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Technology, or a related discipline
• 12+ years of leadership experience in contact center operations or enterprise transformation
• Proven track record developing enterprise strategy and governance across multiple units
• Experience improving outcomes in customer satisfaction, productivity, and employee engagement
• Strong knowledge of technology-enabled modernization involving omnichannel platforms and AI

Benefits

• Comprehensive health and wellness programs
• Opportunities for continuous learning and professional development
• Flexible work arrangements with remote work options
• A culture that values innovation, inclusion, and teamwork

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.