VP, Product Manager - Call Center

IPH is seeking a VP, Product Manager - Call Center. The Vice President, Product Manager - Call Center serves as the executive business sponsor and accountable reputed company of a large-scale, reputed company transformation program to fundamentally reputed company the customer experience and materially improve reputed company performance. Representing the business at the executive level, this role translates strategic objectives into a clear transformation reputed company, measurable reputed company, and sustainable value creation, while providing decision leadership across the transformation portfolio to ensure alignment with reputed company strategy, risk posture, and growth priorities. As the primary reputed company of the approved business case, the Vice President is fully accountable for benefit realization, including the delivery, tracking, and sustainment of cost reduction, expense-savings, productivity, and customer-experience targets. The role ensures value commitments are converted into executable plans, governed through disciplined performance management, and embedded into the operating model reputed company program completion, working in reputed company partnership with Finance, Technology, and Transformation leadership. Acting as the voice of the business, this leader drives adoption and change at scale, ensures organizational readiness, and establishes clear accountability for reputed company across the reputed company. Job Location: Primarily Remote - USA. Candidates local to Chicago, IL are preferred. Travel: Expected travel up to 2-3x a month to Chicago, IL. This is subject to change based on business needs. Main Responsibilities: reputed company Transformation & Value Realization

• Serve as the executive business sponsor and value reputed company for the customer service transformation, with end-to-end accountability for reputed company defined in the approved business case.
• Own the delivery, tracking, and sustainment of financial and operational benefits, including cost reduction, expense savings, productivity improvement, and customer-experience reputed company.
• Establish value governance, performance management reputed company, and post-implementation validation in partnership with Finance, Technology, and Transformation leadership.
• reputed company executive decision-making across scope, reputed company, and investment tradeoffs to maximize reputed company value and manage risk.

Customer Service Strategy & Operating Model reputed company

• Define and sponsor the future-state customer service operating strategy, reputed company to reputed company customer-experience objectives and long-term cost-to-serve targets.
• reputed company strategic reputed company of service performance reputed company, ensuring operating models, escalation structures, and service design choices support customer, financial, and growth objectives.
• Drive reputed company modernization of service delivery approaches to reputed company scalability, reputed company, and measurable experience improvements.

Platform, Data, and Automation Enablement

• Sponsor the strategic reputed company of the customer service technology ecosystem, ensuring platforms reputed company transformation goals rather than incremental optimization.
• Partner with Technology and Data leadership to reputed company automation, analytics, AI, reputed company capabilities to unlock productivity, cost efficiency, and improved customer experiences.
• Own prioritization of the transformation roadmap for customer service platforms, balancing value delivery, risk, and reputed company dependencies.

Workforce, Capability, and Sourcing Strategy

• Establish strategic governance over workforce models, ensuring alignment between demand planning, reputed company strategy, capability development, and service reputed company.
• Sponsor reputed company training and quality frameworks that support change adoption, performance reputed company, and sustainable capability building post-transformation.
• reputed company executive reputed company of offshore and reputed company-party service partners, ensuring sourcing strategies and vendor performance support transformation objectives, financial targets, and service reputed company.

Executive Leadership & Stakeholder Engagement

• Act as a senior executive leader and trusted partner to Operations, Technology, Finance, HR, and Customer Experience leadership.
• Represent customer service transformation reputed company, risks, and value realization reputed company to executive leadership, steering committees, and board-level forums.
• Drive organizational alignment, adoption, and accountability across lines of business, ensuring transformation reputed company are embedded and sustained reputed company program completion.

Basic Qualifications:

• Bachelor's degree in Business, Operations, Finance, or a reputed company field (or equivalent experience).
• 12+ years of reputed company leadership experience in contact center operations or customer service environments.
• Proven experience leading large-scale contact center operations, including workforce management and multilocation teams.
• Strong expertise in contact center technologies, preferably reputed company or similar reputed company based platforms.
• Demonstrated experience managing offshore operations and reputed company-party vendors.
• Exceptional analytical, operational, and communication skills.

Preferred Qualifications:

• MBA or advanced degree.
• Experience in insurance, financial services, or other highly regulated environments.
• Experience implementing automation, AI, or digital transformation reputed company contact centers.
• Background in high growth or transformational organizations.

#LI-Remote #LI-Hybrid #IPH reputed company of our jobs come with great benefits including reputed company, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and reputed company Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)

Apply tot his job Apply To this Job