VP, New Member Contact Center (Onboarding)

As a dedicated VP, New Member Onboarding Contact Center, you will lead the Omni-channel and cross-skilled contact center responsible for new member onboarding and relationship deepening. Coordinates strategic execution of onboarding goals, ensuring high performance across channels and alignment with organizational objectives. Collaborates with senior leadership to integrate contact center operations into the broader member experience strategy, champions a culture of service excellence, and drives continuous improvement based on member feedback. Designs and delivers a seamless 90-day onboarding journey while developing governance frameworks and customer concern strategies to ensure quality, compliance, and optimized service delivery through digital tools that enhance member satisfaction

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX. Relocation assistance is available for this position.

What you'll do:

• Provides strategic leadership of the Omni-channel and cross-skilled contact center for new member onboarding and deepening, driving association alignment with servicing goals, optimizing performance across channels, and continuously enhancing the member journey through innovation and data-driven insights.

• Designs and executes the 90-day onboarding journey in partnership with stakeholders establishing strategic direction for the program, ensuring seamless transitions, and alignment with organizational goals and member experience strategy.

• Collaborates with stakeholders, senior leaders, and external partners to align contact center operations with the broader member experience strategy, ensuring seamless integration across onboarding, servicing, and deepening efforts, and driving alignment on strategic priorities.

• Ensures quality and compliance in early servicing and deepening efforts by establishing and monitoring servicing standards, optimizing performance through insights, adhering to regulatory and complaint handling protocols, and implementing robust governance frameworks.

• Provides executive leadership in partnership with enablement teams and other stakeholders to ensure the contact center is strategically staffed, trained, and resourced to deliver empathetic support, meet deepening and experience goals, and optimize resource allocation.

• Leads with a member-first mentality, driving consistency through MSR enablement and reinforcement, translating strategy into clear frontline execution, and championing a culture of service excellence across the contact center organization.

• Acts on member and MSR feedback to drive continuous improvement in contact center processes and service delivery, developing and implementing comprehensive action plans to address key areas for improvement.

• Drives adoption of digital servicing tools and deflection strategies, integrating live service support where needed to enhance the member journey, and evaluating the effectiveness of these strategies in improving key performance indicators.

• Establishes and refines escalation handling processes, ensuring timely resolution and feedback loops that inform continuous improvement, and developing proactive strategies to minimize escalations.

• Leads initiatives to evolve onboarding flows, incorporating feedback, emerging trends, and new technologies to enhance member activation and satisfaction, and positioning the organization as a leader in onboarding innovation.

• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s Degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 10 years of progressive leadership experience in contact center operations, member/customer experience, or related service delivery environments,

•  8 years of people leadership experience in building, managing and/or developing high-performing teams.

• Proven track record of designing and executing strategic onboarding and engagement programs, preferably in an omni-channel environment.

• Demonstrated experience in leading large, cross-functional teams, including frontline staff, enablement, and technology partners.

• Strong background in governance, compliance, and escalation management, with deep understanding of regulatory requirements and service quality standards.

• Experience in leveraging member insights, analytics, and KPIs (e.g., MSAT, NPS, LTV, escalation rate) to drive continuous improvement and strategic decision-making.

• Familiarity with Next Best Action/Offer (NBA/NBO) frameworks, personalization strategies, and digital servicing tools

•  Proven ability to collaborate with executive leadership across product, digital, and service teams to align operational execution with organization strategy

• Exceptional communication and stakeholder management skills, with the ability to influence at the executive level and lead change across complex organizations.

What sets you apart:

• Experience building, developing, and growing multiple teams

• Accomplished leader with expertise standing up a large contact center

• Has skillfully managed 3rd party suppliers

• US military experience through military service or a military spouse/domestic partner

Salary: The salary range for this position is: $195,230-351,410.