Vice President Contact Center

Benefits

Additional Information

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Purpose of the Job The Vice President Contact Center provides strategic and operational leadership for Truliant's omni‑channel contact center, with a strong focus on AI‑enabled member experience, digital engagement, and operational efficiency. This role is responsible for setting and executing the future‑state vision of the contact center across voice, web chat, email, and SMS, while ensuring an exceptional, consistent, and secure member experience. A key priority of this position is leading the adoption of artificial intelligence to enhance agent performance, improve member satisfaction, optimize capacity, and reduce cost to serve, while ensuring responsible, compliant, and transparent use of AI technologies. As a member of the Senior Management Team (SMT), the VP plays a critical role in advancing Truliant's mission of meeting the financial needs of its member‑owners through scalable, data‑driven, and technology‑enabled service delivery. Essential Functions and Responsibilities Serves as a member of the Senior Management Team (SMT), contributing to enterprise strategy and long-term planning related to member experience, service delivery, and digital transformation. Defines and executes the contact center vision and roadmap, aligning people, process, technology, and data with overall member access and growth strategies. Establishes governance, policies, and performance frameworks to ensure regulatory compliance, operational resilience, data security, and ethical AI use. Leads the design, implementation, and optimization of AI capabilities, including virtual assistants, agent assist tools, intelligent routing, predictive analytics, and automation. Manages the transition from voice-first to digital-first member interactions while ensuring seamless escalation to live agents. Partners with IT, Digital, Data, Risk, and Compliance teams to deploy AI technologies that improve efficiency while maintaining trust and transparency. Defines and monitors success metrics for AI and operational performance, including containment, handle time, quality, productivity, and member satisfaction. Oversees day-to-day contact center operations across all channels, ensuring service levels, quality standards, and KPIs are consistently achieved. Drives performance across key metrics, including service level, member satisfaction, quality, productivity, attrition, digital adoption, first contact resolution, and cost to serve. Leverages analytics and insights to optimize staffing models, scheduling, workflows, and channel mix. Ensures a consistent, high-quality, bilingual (English/Spanish) member experience across all contact center touchpoints. Provides executive oversight of contact center platforms and partners, including Genesys Cloud CX and its AI and analytics capabilities. Manages vendor relationships, including evaluation, negotiation, and contract oversight to support scalability, innovation, and cost efficiency. Stays current on emerging technologies, AI trends, and best practices to continuously improve performance and member outcomes. Develops and manages the contact center budget, including operating expenses, technology investments, and vendor costs. Owns financial and operational performance, identifying risks, barriers, and opportunities while ensuring ROI and long-term sustainability. Builds and leads a high-performing leadership team, driving change management and successful adoption of new technologies and processes. Fosters a culture of continuous improvement, accountability, and member-centricity while overseeing workforce planning, hiring, performance management, and employee development. Other Duties and Responsibilities Perform additional duties and special projects as assigned. Knowledge, Skills, and Abilities Must have a sound understanding of standard concepts, practices, procedures, regulations, and compliance requirements within a member contact center environment, as well as services offered by the credit union. Must have knowledge of regulatory expectations related to member communications, data privacy, consumer protection, and operational risk. Must have the proven ability to balance exceptional member experience with operational performance and financial outcomes. Must be able to lead and motivate teams and foster a culture of accountability, engagement, and continuous improvement. Must have a deep understanding of modern contact center operations, omni‑channel

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at truliantfcu? Share your experience