Job Description

Job Title: VP of Call Centers - North America
Location: Dallas-Fort Worth
CornerStone has partnered with a global company in their search for a VP of Call Centers for North America. We are seeking a dynamic leader with multi-channel, multi-state experience, capable of overseeing high-volume contact centers while driving operational excellence and innovation.  This is pivotal role in the organization shaping customer experience strategy, leveraging AI and emerging technologies to enhance service delivery. This is a high-impact, strategic position responsible for optimizing support operations, driving efficiency, and ensuring customer satisfaction across a global network.
Responsibilities:
  • Develop and execute a global contact center strategy that aligns with corporate goals, drives innovation, and enhances customer satisfaction.
  • Oversee multi-state, high-volume call center operations, ensuring efficiency, performance, and adherence to key service standards such as CSAT, NPS, and PCI compliance.
  • Lead and mentor a high-performing team, fostering a culture of continuous improvement and operational excellence.
  • Implement AI-driven solutions and emerging technologies to enhance customer support service delivery.
  • Collaborate with senior leadership and key stakeholders to align call center operations with business objectives.
  • Develop and manage the call center budget, identifying opportunities for cost savings and efficiency improvements.
  • Ensure compliance with industry regulations and security standards, including PCI requirements.
  • Analyze performance metrics to drive continuous improvement and enhance overall customer experience.
Requirements:
  • 10+ years of senior leadership experience in a global contact center operation.
  • Strong expertise in multi-state, high-volume call center management.
  • Proven ability to lead and transform large, globally distributed teams.
  • Experience leveraging AI and automation to improve service operations.
  • Deep commitment to customer experience and satisfaction.
  • Strong collaboration skills with C-level executives and key stakeholders.
  • Experience working across different time zones and cultures.
  • Knowledge of contact center technologies such as Five9, Call Miner, ZenDesk, Satisfi bot, AI bots, Workforce Management, and Virtual Observer.
Compensation and Benefits:
  • Employment Type: Long Term Contract (If exceptional candidate, will consider them for the opening full-time).
  • Schedule: Works 8 hour shift.
  • Location: On-site in Dallas-Fort Worth
  • Salary: 180-200K plus up to 20% bonus potential if hired perm
  • Benefits: Comprehensive benefits package
If you are a results-driven leader with a proven track record in call center operations and customer experience innovation, we invite you to apply today. Take the next step in your career with a company committed to innovation, collaboration, and excellence.
Send your resume to Allison Harrison at allisonh@cornerstonestaffing.com and call 817-635-0500 ext. 162 for immediate consideration.

Application Instructions

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