VP, Contact Center
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Job Description
Vice President, Contact Center at Disney leading enterprise-wide strategies for member experiences and organizational growth. Responsible for performance and transformation of contact center channels.
Responsibilities:
- Lead strategic planning and transformation of contact center operations to align with enterprise goals.
- Drive enterprise-wide member experience through phone, chat, and email channels.
- Develop and implement innovative solutions to improve service delivery, operational efficiency, and member satisfaction.
- Influence resource allocation and strategic priorities across departments to support contact center performance.
- Lead change management initiatives and process improvements to enhance agility and scalability.
- Build and sustain strategic partnerships with senior leadership and external vendors.
- Coach and develop leaders across multiple levels, including succession planning and talent development.
- Ensure compliance with regulatory standards and internal policies, including audit readiness.
- Oversee performance metrics, reporting, and continuous improvement initiatives.
Requirements:
- Bachelor’s degree required; advanced degree preferred.
- 10+ years of experience in contact center leadership or related fields.
- Proven success in leading enterprise-level service and operations initiatives.
- Certifications in financial services, coaching, or process improvement preferred.
- Strong strategic thinking, business acumen, and executive communication skills.
Benefits:
- A bonus and/or long-term incentive units may be provided as part of the compensation package
- full range of medical, financial, and/or other benefits
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