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VICE PRESIDENT, MEMBER CONTACT CENTER

Employment Type: Full-Time; Direct Hire

Location: Rosemont & Bannockburn, IL (Onsite)

Schedule: M-FRI; 8:00AM – 5:00PM

Pay: $164k – $195k + Bonus Opportunity!

Lead Transformation. Inspire Teams. Elevate Member Experience.

Are you a strategic Contact Center leader who thrives on optimizing operations, leveraging technology, and creating exceptional customer experiences?

Now Hiring: Goodwill TalentBridge has partnered with a highly-respected, member-owned credit union in the Chicagoland suburbs to identify their next Vice President of Member Contact Center. This is a unique opportunity to join a mission-driven organization where your leadership will directly influence member satisfaction, operational excellence, and the future of contact center strategy.

WHAT WERE LOOKING FOR

We’re looking for a confident, strategic leader who can hit the ground running and take our Member Contact Center to the next level. This role is ideal for an experienced VP or an ambitious Senior Manager who has successfully led contact center operations, implemented technology solutions, and developed high-performing teams—and is ready for a larger leadership platform.

• Proven leadership experience within a fast-paced, high-volume contact center environment
• Strong track record of improving performance, enhancing the customer experience, and driving operational excellence
• Experience with AWS Connect or similar cloud-based contact center platforms
• Deep understanding of contact center metrics, workforce optimization, and service delivery best practices
• Success implementing new technologies, including AI, automation, and digital engagement tools
• Experience managing and optimizing third-party vendor relationships
• Exceptional communication, leadership, and change management capabilities
• Financial services or credit union experience is a plus, but not required

WHAT YOU'LL DO

• Develop and execute a 3–5 year strategic vision for the Member Contact Center.
• Lead and mentor management teams across two contact center locations.
• Drive performance through KPIs, SLAs, and continuous improvement initiatives.
• Leverage technology, AI, and automation to enhance member experiences and operational efficiency.
• Serve as the business leader for contact center technology, including AWS Connect, IVR, call routing, and telephony solutions.
• Analyze key metrics including CSAT, AHT, FCR, service levels, and productivity to drive results.
• Manage vendor relationships and identify innovative solutions to improve operations.
• Partner with executive leadership, IT, and Member Experience teams to ensure a seamless member journey.
• Build a culture of accountability, collaboration, innovation, and service excellence.
• Oversee staffing, budgeting, succession planning, and talent development.

WHAT YOU BRING

• Bachelor's degree in Business, Operations Management, Communications, or a related field
• 3+ years of leadership experience within a high-volume, inbound contact center environment
• Demonstrated success building, developing, and leading high-performing contact center teams
• Strong commitment to member experiences and service excellence
• Experience with AWS Connect or similar cloud-based contact center technologies, with the ability to leverage technology to enhance efficiency and member engagement
• Proven ability to drive operational performance through the effective use of contact center metrics, workforce optimization, and continuous improvement initiatives
• Strong leadership, communication, and relationship-building skills with the ability to influence across all levels of the organization
• Experience implementing new technologies, AI solutions, or automation tools to improve member experience and streamline operations

WHY JOIN OUR CLIENTS TEAM

At our client's organization, employees are at the heart of everything they do. As a mission-driven credit union dedicated to improving the financial well-being of its members and communities, they believe in investing in their people through meaningful work, exceptional benefits, and opportunities for growth.

What You'll Enjoy:

• Competitive Compensation & Bonus Opportunity
• Unlimited PTO Pilot Program
• Comprehensive Medical, Dental & Vision Coverage
• 401(k) with Employer Match
• Tuition Reimbursement & Professional Development Programs
• Company-Paid Life, Short-Term & Long-Term Disability Insurance
• Wellness Programs & Fitness Membership Reimbursement
• Employee Banking Perks & Digital Banking Benefits
• Employee Recognition & Career Advancement Opportunities
• Community Volunteer & Service Initiatives
• Collaborative, Inclusive, and Mission-Driven Culture

Join a team that values innovation, celebrates success, supports professional growth, and empowers employees to make a meaningful impact every day.

About Goodwill TalentBridge

At Goodwill TalentBridge, we do more than recruit—we help connect talented professionals with meaningful career opportunities while supporting Goodwill's mission throughout Chicagoland and Milwaukee.

Ready to lead the next evolution of a growing Member Contact Center? Apply today!