Senior Director, CXO Operations - Technology & Workforce

The Senior Director, CXO Operations – Technology & Workforce reports into the Vice President, Continuous Improvement and is responsible for delivering performant, scalable, and advanced insights from our Contact Experience Center (“CXC”) technology infrastructure and workforce management (WFM) systems. In this role, the Senior Director will provide visionary thought-leadership to evolve the contact center to world-class levels, putting people first and fostering a culture of empowerment and accountability while differentiating the First Tech member experience. The role will lead cross-functionally within the CXO organization and across the enterprise to ensure the efficient handling of member contacts and interactions and an exceptional employee and member experience. The ideal candidate will possess a deep passion and understanding of contact center operations, telephony systems (current and emerging), WFM, and member service technologies.

• Set the strategy to optimize operations, including staffing/capacity planning, scheduling, call routing and resource allocation, to ensure efficient and effective service delivery. Apply First Tech’s Digital-First mentality to keep systems relevant, simple and innovative.

• Ensure the ongoing functionality, reliability, and security of contact center systems by conducting regular maintenance, troubleshooting issues, and implementing necessary upgrades and patches.

• Lead the ongoing design, deployment, and integration of channel management technologies, such as IVR systems, NLP engines, deflection and capture practices, and Chat and Messaging platforms. Collaborate with cross-functional teams to integrate contact center systems with other organizational systems, teams and channels.

• Utilize competitive intelligence and consumer insights to implement cutting-edge technology and new ways of serving members to drive efficiency and a simplified employee experience, with a focus on Artificial Intelligence (AI) and other automation opportunities.

• Utilize monitoring tools and metrics to assess the performance of the CXC, identify areas for improvement, and implement enhancements to maximize efficiency and member service quality. Establish and monitor key performance indicators (KPIs) in real-time, service level agreements (SLAs) and budget to meet or exceed organizational goals. Improve cost to serve to levels at or below industry benchmarking.

• In partnership with operations leaders, guide and coach operations managers on effective efficiency management practices and translating insights into action.

• Drive the CXO Workforce Management strategy and operational execution. Partner with other teams across First Tech to implement WFM in a consistent, scalable manner and assess potential and actual impact of overall WFM enterprise-wide strategy, taking into account the likelihood of the merger of two sizable entities.

• Maintain accurate call forecasting, collaborating with product leads, marketing, and finance colleagues. Develop a playbook / action plan for times where we are under service level, on a daily/monthly/annual basis, and take urgent actions to remediate service performance when necessary.

• Leverage call and other sourced data and insights to identify trends and opportunities for service improvement and innovation, particularly those stemming from digital to phone channel switching.

• Working with our Vendor Management Office and the Vice President of the CXC, manage relationships with third-party vendors and service providers (e.g. Cisco, Nuance/Microsoft, Valera), including negotiating contracts, overseeing adherence to SLAs, and ensuring compliance with contractual obligations and budgets.

• Monitor member feedback and satisfaction metrics (e.g. First Contact Resolution), and proactively address member concerns and issues to ensure a low-effort, Brand building member experience. Specifically, monitor health and process moments of truth like abandonment rates, transfer rates, etc., in order to build new ways of working closing the loop on these defects.

• Proactively simplify the employee experience, from number of systems used, optimizing processes to least-clicks, delivering engaging training and developing, and making it easier to find product and process information needed to serve members.

• Develop multi-year technology and process improvement roadmaps relevant to the contact center to reduce or eliminate low value