Vice President of Performance Excellence and Customer Service Operations

Position Overview:
The Vice President of Performance Excellence is a strategic leader responsible for transforming our customer service operations into a world-class service organization. This role oversees the design, implementation, and continuous improvement of training, quality assurance, and customer retention strategies. By aligning operational excellence with broader business goals, the VP of Performance Excellence and Customer Service Operations will ensure that every customer interaction reinforces trust, loyalty, and satisfaction.

Key Responsibilities:

• Operational Oversight:

Lead and oversee all customer service operations, ensuring the team delivers high-quality, consistent, and efficient support across all channels.

Develop and enforce service level agreements (SLAs) and ensure adherence to performance benchmarks.

Align customer service operational goals with broader organizational objectives to ensure customer satisfaction and loyalty.

• Customer Service Optimization:

Continuously improve workflows and processes to enhance agent productivity and operational efficiency.

Oversee the integration of new customer service tools and platforms, including AI-driven solutions, to streamline operations and elevate customer experiences.

Monitor and optimize key customer service metrics, such as average wait times, ticket resolution times, and first call resolution.

• Leadership and Team Development:

Mentor and develop a high-performing customer service leadership team, fostering a collaborative and growth-oriented environment.

Develop succession plans and clear career pathways for customer service agents and leaders to promote internal growth and retention.

Champion agent recognition programs, including initiatives such as the Top Performers Club and peer recognition systems.

• Customer Advocacy and Feedback:

Act as the voice of the customer, ensuring feedback from service interactions informs broader business strategies.

Partner with the Customer Experience Team to integrate insights from customer feedback into product and service improvements.

Lead the implementation of service recovery initiatives to address and resolve customer concerns proactively.

• Scalable Growth Strategies:

Build a scalable framework for customer service operations that can adapt to growth and seasonal fluctuations.

Oversee outsourcing strategies for written and voice channels to ensure quality and cost-effectiveness.

Implement proactive engagement strategies, such as outbound calls and follow-ups, to strengthen customer relationships.

• Strategic Leadership:

Develop and execute a comprehensive strategy for the Performance Excellence Operations Team that aligns with organizational goals.

Partner with senior leadership across Customer Service, Customer Experience, and other departments to ensure alignment on retention and service quality objectives.

Champion a culture of excellence and continuous improvement throughout the organization.

• Training and Development:

Oversee the design and execution of comprehensive training programs for agents and managers, ensuring consistency, relevance, and quality.

Establish ongoing development workshops and cross-training initiatives to foster flexibility, expertise, and adaptability within the team.

Collaborate with HR to hire and develop learning and development professionals or instructional designers.

• Quality Assurance:

Lead the Quality Assurance (QA) team to implement objective, data-driven scorecards focused on answer quality, problem resolution, and customer satisfaction.

Establish continuous feedback loops between QA, training, and service teams to drive performance excellence.

Regularly evaluate QA processes to ensure they are aligned with industry best practices and organizational goals.

• Customer Retention Strategies:

Design and implement proactive retention strategies leveraging customer data and analytics.

Partner with the Customer Experience Team to align on retention goals and integrate feedback into actionable initiatives.

Develop workflows for outbound engagement, including email, text, and calls, to support customer satisfaction and loyalty.

• Analytics and Insights:

Oversee the Customer Data and Insights Team to monitor key metrics such as call satisfaction, first call resolution, and ticket resolution times.

Utilize analytics to identify trends, predict customer needs, and inform training and operational strategies.

Regularly report performance metrics to leadership, highlighting successes and areas for improvement.

• Innovation and Technology Integration:

Partner with IT and other stakeholders to implement advanced tools, such as AI-driven assistance and smart IVR systems, to enhance service efficiency and consistency.

Leverage AI and predictive analytics to streamline agent training, optimize self-service options, and improve customer outcomes.

• Empowerment and Culture:

Foster a culture of empowerment by equipping agents with the tools, autonomy, and resources needed to deliver exceptional service.

Lead initiatives such as the Customer Delight Certification and Top Performers Club to recognize and reward standout contributions.

Advocate for agent feedback and innovation to continuously refine processes and tools.

Key Qualifications:

Proven experience in a senior leadership role within customer service, operations, or a related field.

Expertise in training, quality assurance, and customer retention strategies.

Strong analytical skills with the ability to leverage data for decision-making and strategic planning.

Demonstrated success in implementing technology solutions, including AI and omnichannel platforms, to improve operational efficiency.

Excellent leadership and communication skills, with a track record of fostering collaboration across teams.

A visionary mindset paired with a hands-on approach to problem-solving and execution.

What You Bring:

Passion for creating a customer-first culture that drives loyalty and satisfaction.

Ability to balance strategic vision with operational excellence.

Commitment to innovation, continuous learning, and delivering measurable results.

Proven ability to lead and inspire high-performing teams in a fast-paced environment.

Comprehensive Benefits Package:

Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too!

Location Limitations:

Please note at this time, we are not accepting applications from candidates based in Alaska (AK), California (CA), Connecticut (CT), Delaware (DE), Hawaii (HI), Louisiana (LA), Massachusetts (MA), New Mexico (NM), New York (NY), Oregon (OR), Washington (WA), Washington, D.C. (DC), Illinois (IL), or Wyoming (WY). We encourage candidates from other locations to apply for our open positions.

Equal Opportunity Employer:

Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.