Senior Vice President, Contact Center Solutions – Services

🔥 12 hours ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Imagenet LLC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📦 Logistics

📣 Marketing

💰 Private Equity Round on 2022-12

Healthcare • Logistics • Marketing

Imagenet LLC is a leading provider of business continuity services for healthcare organizations, specializing in digital mailroom solutions, claims adjudication, contact center operations, and workflow management. With over two decades of experience and a reputation for enhancing efficiency and accuracy, Imagenet partners with health plans to streamline processes and improve member satisfaction. Their services are designed to reduce claims turnaround times, increase processing capacities, and lower contact center wait times. By integrating scalable solutions tailored to specific needs, Imagenet enables healthcare organizations to accelerate productivity and mitigate operational challenges.

📋 Description

• Lead and scale Imagenet’s healthcare-focused Contact Center business across U.S. and offshore delivery operations • Own Contact Center service-line strategy, service architecture, delivery performance, scalability, financial results, and continued evolution • Lead complex, multi-client Contact Center operations across U.S. and offshore teams • Establish operating disciplines across workforce management, quality, training, service levels, productivity, customer experience, reporting, and continuous improvement • Build scalable delivery models supporting growth, new clients, changing volumes, and evolving channels • Partner with Sales and Account Management on new business, expansion, renewals, and cross-selling • Support discovery, RFPs/RFIs, solution design, staffing models, pricing, SOW development, due diligence, and finalist presentations • Serve as an executive client and prospect leader, translating operational capabilities into business solutions • Lead Imagenet’s Shared Services organization and implementation roadmap with Claims and Philippines leadership • Build reusable capabilities in workforce analytics, quality, training, reporting, knowledge management, process excellence, implementation readiness, automation, and AI • Establish governance, service expectations, capacity allocation, performance measures, cost visibility, and value realization • Own Contact Center business requirements across telephony, CRM, WFM, knowledge, interaction analytics, automated quality, speech analytics, agent assist, self-service, and related technologies • Partner with Technology on a modernization roadmap and advance a human-plus-AI operating model • Provide executive oversight of offshore Contact Center delivery through the Philippines leadership team • Own operating plans, budgets, forecasts, staffing models, margin plans, and investment decisions • Monitor revenue, profitability, cost-to-serve, utilization, productivity, quality, and financial performance • Partner with executive leadership, Operations, Sales, Account Management, Finance, HR, Technology, Compliance, and Security

🎯 Requirements

• 15+ years of progressive Contact Center, BPO, customer operations, managed services, or related service-delivery experience • 10+ years of executive or senior leadership responsibility for large, complex, multi-client, multi-site, or distributed Contact Center operations • Demonstrated success functioning as both an offering/service-line leader and delivery executive • P&L ownership or comparable financial responsibility • Deep expertise in Contact Center operations, workforce management, forecasting, scheduling, quality, training, performance management, and service-level accountability • Experience supporting business development, solutioning, RFPs/RFIs, pricing, SOWs, implementations, and client growth • Strong executive-level client presence • Experience leading or overseeing offshore service delivery • Strong understanding of Contact Center technology, analytics, AI, automation, knowledge management, and workforce technology • Experience developing shared capabilities, centers of excellence, Shared Services, or other cross-business operating models • Strong financial, analytical, strategic, and cross-functional leadership skills • Healthcare experience strongly preferred, including healthcare payer operations or healthcare BPO, member or provider services, regulated customer operations, Philippines-based delivery operations, technology-enabled Contact Center transformation, conversational AI, agent assist, automated QA, interaction analytics, self-service, and workflow automation

🏖️ Benefits

• Equal employment opportunities and protection from discrimination and harassment under applicable federal, state, or local law