AVP, Contact Center Operations

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Who is Customers Bank? 

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with. 

We get you further, faster. 

Focused on you: We provide every customer with a single point of contact — a dedicated team member committed to meeting your needs today and tomorrow. 
On the leading edge: We’re innovating with the latest tools and technology to react to market conditions quicker and help you get ahead. 
Proven reliability: We always ground our innovation in deep experience and a strong financial foundation, so we’re a partner you can trust. 

What You’ll Do 

The AVP, Contact Center Operations will lead Customers Bank’s omni-channel customer contact center, driving operational excellence, customer satisfaction, and efficiency through a blend of human service, automation, and data-driven insights. 

Key Responsibilities: 

• Oversee all aspects of Contact Center operations, including phone and email. 

• Implement chat and self-service channels to support Contact Center Operations. 

• Develop and implement strategic plans to enhance customer experience, streamline operations, and improve service metrics (NPS, FCR, CSAT). 

• Lead day-to-day operations across multiple teams ensuring compliance with service level agreements (SLAs) and regulatory standards. 

• Partner with IT, Digital, and Operations leadership to enhance systems integration, implement AI-driven solutions, and expand self-service capabilities. 

• Evaluate and manage outsourcing and vendor relationships, including offshore and BPO providers. 

• Define and monitor performance KPIs; develop scorecards and dashboards to measure operational effectiveness. 

• Drive continuous improvement initiatives leveraging Lean Six Sigma and data analytics to optimize workforce efficiency and cost-to-serve. 

• Develop and maintain comprehensive business continuity and workforce management plans. 

• Recruit, coach, and mentor junior staff to foster a high-performance service culture. 

• Lead change management during technology or partner transitions (e.g., new CRM, IVR, or contact center platform migrations). 

• Serve as a key liaison to management, providing regular reporting on service delivery, customer trends, and improvement initiatives. 

What You Need 

• Bachelor’s degree in Business, Operations Management, or related field (MBA preferred). 

• 8–10 years of experience leading large-scale service operations, preferably within financial services or banking. 

• Proven track record of managing multi-site or hybrid operations (onshore/offshore). 

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