illumifin · 7 hours ago
Vice President, Customer Service
Eden Prairie, MN
Full-time
Onsite
Senior Level, Lead/Staff
$190K/yr - $225K/yr
10+ years expillumifin is a leading provider of business process outsourcing for the insurance industry, managing policies for the nation's largest insurers. The Vice President of Customer Service Call Center will serve as the strategic leader for a global, multi‑site customer experience organization, overseeing both onshore and offshore teams to deliver exceptional service at scale.
ConsultingInformation TechnologyOutsourcing
Responsibilities
Direct large-scale customer service operations across onshore and offshore locations, ensuring consistent performance, quality, and customer satisfaction
Build, mentor, and inspire high-performing leadership teams across multiple geographies, fostering a culture of accountability, collaboration, and continuous improvement
Oversee workforce planning, capacity modeling, and operational forecasting to meet service-level commitments and optimize resource allocation
Establish and enforce operational standards, KPIs, and governance frameworks that drive efficiency and service excellence
Lead the strategic vision and execution of automation initiatives, including AI-driven tools, conversational bots, self-service platforms, and workflow automation
Partner with technology, product, and data teams to evaluate, select, and implement emerging technologies that enhance customer experience and reduce operational cost
Drive adoption of AI-enabled quality monitoring, predictive analytics, and intelligent routing to improve agent performance and customer outcomes
Champion digital transformation across the service organization, ensuring seamless integration of new tools into existing processes and change management practices
Develop and execute customer experience strategies that elevate satisfaction, reduce friction, and strengthen brand loyalty
Use data-driven insights to identify trends, root causes, and opportunities for process optimization
Implement Voice of the Customer (VoC) programs and leverage analytics to inform strategic decisions and service enhancements
Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure alignment on customer needs and service delivery expectations
Own budget planning, cost optimization, and financial performance for global customer service operations
Build business cases for technology investments, automation initiatives, and operational improvements
Present performance updates, strategic plans, and transformation progress to executive leadership and key stakeholders
Qualification
Required
10–15+ years of progressive leadership experience in large‑scale customer service, contact center, or customer operations environments
Proven success leading both onshore and offshore teams across multiple geographies and time zones
Demonstrated expertise in contact center operations, including workforce management, quality assurance, performance optimization, and service delivery
Track record of driving automation, AI, and digital transformation initiatives, including chatbots, self‑service platforms, and intelligent routing
Strong analytical mindset with the ability to interpret complex data, identify trends, and translate insights into operational improvements
Exceptional communication, executive presence, and stakeholder management skills, with experience presenting to C‑suite leaders
Ability to build and scale high‑performing teams, foster a culture of accountability, and lead through change
Experience managing large budgets, forecasting operational needs, and delivering cost‑efficient service models
Deep understanding of customer experience best practices, service metrics, and Voice of the Customer programs
Preferred
Experience implementing AI‑enabled quality monitoring, predictive analytics, or machine‑learning‑driven customer experience tools
Background in SaaS, technology, financial services, healthcare, or other high‑volume, regulated industries
Familiarity with Lean, Six Sigma, or continuous improvement methodologies
Prior leadership of multi‑channel service environments (voice, chat, email, social, in‑app support)
Experience partnering with product, engineering, and data science teams to deploy new technologies at scale
Advanced degree (MBA or related field) or equivalent executive‑level training
Company
illumifin
illumifin provides third party administration and technology services to individual and group insurers.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Blake Bostwick
President and Chief Operating Officer
Recent News
2025-03-06
2024-04-05
2024-01-09
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