Back
VP, Head of Contact Center Excellence
Full-time
Cotality is a trusted source for property intelligence. As VP, Head of Contact Center Excellence, you will be the primary architect of the end-to-end customer journey. Reporting to the COO, you'll bridge world-class service and cutting-edge technology, evolving the CX department and leveraging technology to enhance the customer experience engine.
Key responsibilities
Define and execute the global CX strategy, ensuring every touchpoint reflects Cotality's commitment to excellence and brand loyalty.
Lead the integration of Generative AI, Machine Learning, and automation to enhance self-service, predictive support, and personalized interactions.
Use advanced analytics and AI-driven sentiment analysis to track KPIs (NPS, CSAT, CES) and translate feedback into improvements.
Act as the Voice of the Customer in the C-suite, collaborating with Product, Engineering, and Sales.
What we're looking for
10+ years of leadership in Customer Experience or Operations, ideally in high-growth SaaS or a tech-forward environment.
A proven track record of implementing AI/ML solutions (e.g., LLMs for support, automated ticketing, predictive churn models) with measurable ROI.
Deep expertise managing complex tech stacks (Salesforce, Zendesk, Gainsight) and scaling international teams.
