Additional Information
Description and Requirements
The Vice President Contact Center Operations (CCO) is a senior leadership role responsible for directing the strategic vision, operations, and continuous modernization of Healthfirst's member and provider contact centers. This position oversees a hybrid model encompassing internal, field, and outsourced vendor partner teams across multiple locations delivering high-quality, caring, compliant, and efficient support through an expanding array of channels. The incumbent is a collaborative leader with deep expertise in next generation contact center operations, who excels at translating strategic vision into actionable outcomes that ensure we achieve our CCO Service Promise of compassionately guiding and simplifying the healthcare journey for our members.
This is a hybrid position which consists of reporting to our 100 Church Street, NYC office 3 days per week (Tuesdays, Wednesdays & Thursdays).
Duties/Responsibilities:
Establish and execute the long-term strategic roadmap for the Contact Center of the Future, leveraging AI-driven automation, omnichannel integration, predictive analytics, and emerging technologies to exponentially improve member/provider experience, operational efficiency, service quality, first-contact resolution, and cost-effectiveness
Lead the transformation of people, processes, and technology to deliver a human-centered, intelligence-enabled service model that leverages advanced AI (agent assist, generative self-service, proactive resolution, and predictive analytics) while ensuring inclusive, accessible experiences that meet the needs of our diverse, underserved, and high-complexity member populations
Oversee end-to-end omnichannel operations, ensuring seamless, consistent, and personalized member and provider interactions across inbound and outbound voice, chat, text/SMS, and future digital channels, while maintaining regulatory compliance
Drive performance excellence and accountability across internal multi-site teams and outsourced vendors to align with corporate objectives
Partner cross-functionally with IT, operational departments, and executive leadership to align contact center strategies with broader organizational goals, integrate systems for unified customer data, and enable real-time insights and automation
Champion the adoption and scaling of predictive and prescriptive analytics to anticipate member needs, reduce avoidable contacts, optimize routing/scheduling, and enable proactive engagement
Develop an effective team through hiring, training, coaching and providing ongoing and constructive feedback
Foster a high-performing, engaged culture that balances human expertise with AI augmentation, focusing on agent empowerment, upskilling for complex interactions, continuous improvement through data-driven insights, and employee experience initiatives
Monitor industry trends in healthcare payer contact centers, evaluate emerging AI and automation solutions, and lead pilot implementations to ensure the organization remains competitive and future-ready
Manage departmental budget, resource allocation, and financial performance, delivering measurable ROI on technology investments while controlling costs in a regulated, volume-driven environment
Ensure all operations adhere to quality, compliance, and service standards, including regular audits, quality assurance programs enhanced by AI-powered analytics, and risk mitigation
Performs other duties as necessary or assigned
Healthfirst · New York, NY