Vice President, Contact Center Operations

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
  
  

Minimum Qualifications

• Progressive leadership experience in contact center operations overseeing large-scale, multi-channel contact centers in healthcare, health insurance, or similarly regulated industries
• Experience leading and implementing digital transformation initiatives, including AI adoption, omnichannel platform migrations, automation deployments, and predictive analytics programs that delivered significant improvements in contact center KPIs and operational efficiency.
• High School Diploma or GED from an accredited institution
  
  

Preferred Qualifications

• Bachelor’s degree from an accredited institution or equivalent work experience
• Experience requiring strong understanding of healthcare payer operations, member/provider journeys, regulatory requirements and compliance implications in automated/contact environments
• Demonstrated ability to build and lead high-performing teams in dynamic, evolving environments while fostering innovation and accountability
• Exceptional strategic thinking, change leadership, and cross-functional collaboration skills, with the ability to influence at the C-suite level and build alignment across departments
• Deep expertise in modern contact center technologies, including generative/agentic AI, speech/text analytics, workforce management systems with predictive forecasting, and omnichannel orchestration
  
  

Compliance & Regulatory Responsibilities: Noted above

License/Certification: NA



Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $197,900 - $385,220
• All Other Locations (within approved locations): $197,900 - $385,220
  
  

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

• The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.