Vice President, Customer Service

The nation's leading administrator of insurance services is looking for YOU.  This is your opportunity to join a company with a culture that promotes respect for people, integrity, learning and initiative.

 

WE ARE THE KIND OF EMPLOYER YOU DESERVE.

 

illumifin is a leading provider of business process outsourcing for the insurance industry, managing policies for the nation's largest insurers. We also provide clients with unique risk management insight built upon our proprietary databases.

 

The Vice President of Customer Service Call Center will serve as the strategic leader for a global, multi‑site customer experience organization, overseeing both onshore and offshore teams to deliver exceptional service at scale. This executive will drive operational excellence while spearheading the transformation of customer support through automation, AI‑enabled solutions, and innovative service models. With a focus on elevating customer satisfaction, optimizing performance, and modernizing the service ecosystem, the VP will play a pivotal role in shaping the future of the company’s customer engagement strategy.

 

Leadership & Operations

• Direct large-scale customer service operations across onshore and offshore locations, ensuring consistent performance, quality, and customer satisfaction.
• Build, mentor, and inspire high-performing leadership teams across multiple geographies, fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee workforce planning, capacity modeling, and operational forecasting to meet service-level commitments and optimize resource allocation.
• Establish and enforce operational standards, KPIs, and governance frameworks that drive efficiency and service excellence.

Automation, AI, & Technology Strategy

• Lead the strategic vision and execution of automation initiatives, including AI-driven tools, conversational bots, self-service platforms, and workflow automation.
• Partner with technology, product, and data teams to evaluate, select, and implement emerging technologies that enhance customer experience and reduce operational cost.
• Drive adoption of AI-enabled quality monitoring, predictive analytics, and intelligent routing to improve agent performance and customer outcomes.
• Champion digital transformation across the service organization, ensuring seamless integration of new tools into existing processes and change management practices.

Customer Experience & Continuous Improvement

• Develop and execute customer experience strategies that elevate satisfaction, reduce friction, and strengthen brand loyalty.
• Use data-driven insights to identify trends, root causes, and opportunities for process optimization.
• Implement Voice of the Customer (VoC) programs and leverage analytics to inform strategic decisions and service enhancements.
• Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure alignment on customer needs and service delivery expectations.

Financial & Strategic Management

• Own budget planning, cost optimization, and financial performance for global customer service operations.
• Build business cases for technology investments, automation initiatives, and operational improvements.
• Present performance updates, strategic plans, and transformation progress to executive leadership and key stakeholders.

Qualifications

Qualifications

• 10–15+ years of progressive leadership experience in large‑scale customer service, contact center, or customer operations environments.
• Proven success leading both onshore and offshore teams across multiple geographies and time zones.
• Demonstrated expertise in contact center operations, including workforce management, quality assurance, performance optimization, and service delivery.
• Track record of driving automation, AI, and digital transformation initiatives, including chatbots, self‑service platforms, and intelligent routing.
• Strong analytical mindset with the ability to interpret complex data, identify trends, and translate insights into operational improvements.