AVP, Contact Center Operations
Customers Bank
At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.
Who is Customers Bank?
Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.
We get you further, faster.
Focused on you: We provide every customer with a single point of contact — a dedicated team member committed to meeting your needs today and tomorrow.
On the leading edge: We’re innovating with the latest tools and technology to react to market conditions quicker and help you get ahead.
Proven reliability: We always ground our innovation in deep experience and a strong financial foundation, so we’re a partner you can trust.
What You’ll Do
The AVP, Contact Center Operations will lead Customers Bank’s omni-channel customer contact center, driving operational excellence, customer satisfaction, and efficiency through a blend of human service, automation, and data-driven insights.
Key Responsibilities:
Oversee all aspects of Contact Center operations, including phone and email.
Implement chat and self-service channels to support Contact Center Operations.
Develop and implement strategic plans to enhance customer experience, streamline operations, and improve service metrics (NPS, FCR, CSAT).
Lead day-to-day operations across multiple teams ensuring compliance with service level agreements (SLAs) and regulatory standards.
Partner with IT, Digital, and Operations leadership to enhance systems integration, implement AI-driven solutions, and expand self-service capabilities.
Evaluate and manage outsourcing and vendor relationships, including offshore and BPO providers.
Define and monitor performance KPIs; develop scorecards and dashboards to measure operational effectiveness.
Drive continuous improvement initiatives leveraging Lean Six Sigma and data analytics to optimize workforce efficiency and cost-to-serve.
Develop and maintain comprehensive business continuity and workforce management plans.
Recruit, coach, and mentor junior staff to foster a high-performance service culture.
Lead change management during technology or partner transitions (e.g., new CRM, IVR, or contact center platform migrations).
Serve as a key liaison to management, providing regular reporting on service delivery, customer trends, and improvement initiatives.
What You Need
Bachelor’s degree in Business, Operations Management, or related field (MBA preferred).
8–10 years of experience leading large-scale service operations, preferably within financial services or banking.
Proven track record of managing multi-site or hybrid operations (onshore/offshore).
Experience driving process improvements through automation, analytics, and technology.
Demonstrated ability to build and motivate teams in a fast-paced, regulated environment.
Excellent communication and leadership skills, with an ability to influence cross-functional stakeholders.
Technology Skills
Advanced knowledge of contact center platforms (e.g., Genesys, NICE, Avaya, Five9, or similar).
Familiarity with CRM systems (e.g., Salesforce).
Strong command of analytics and reporting tools (Excel, PowerBI, Tableau).
Exposure to AI and automation tools for customer engagement and self-service optimization.
Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.
Diversity Statement:
At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.
