Senior Vice President, Customer Experience

CardWorks

Lake Mary, FL, US
Competitive base rate; variable pyy incentive prog...
Hybrid
15+ years leadership in contact centers
Experience with genesys or nice platforms
Proven track record in bpo management
CardWorks is seeking a Senior Vice President of Customer Experience to lead a large contact center organization, focusing on operational excellence, customer engagement, and technological innovation. The ideal candidate will have extensive experience in customer operations and a strong background in the financial services sector

Job Summary

  • This role involves leading a large, distributed organization of 500+ team members across domestic and BPO environments to shape a contact center model that balances efficiency, quality, and growth.
  • The successful candidate will partner with Digital and Business leaders to strengthen customer journeys, enhance capabilities, and deploy smart automation that delivers clear value for customers and the business.
  • CardWorks offers a competitive pay structure including a bonus target, comprehensive benefits such as medical, dental, vision, and 401(k) matching, along with wellness programs and employee engagement activities.

Matching Summary

Match Score: 85

CardWorks is seeking a Senior Vice President of Customer Experience to lead a large contact center organization, focusing on operational excellence, customer engagement, and technological innovation. The ideal candidate will have extensive experience in customer operations and a strong background in the financial services sector.

Salary

Competitive base rate; Variable pay incentive program available; Comprehensive benefit suite including 401(k) match

Skills & Requirements

Must-have

  • 15+ years leadership in contact centers
  • Experience with Genesys or NICE platforms
  • Proven track record in BPO management
  • Deep understanding of financial regulations
  • Expertise in AI-enabled automation tools

Nice-to-have

  • Advanced degree in business or related field
  • Strong executive presence and influence
  • Ability to foster high-performing culture
  • Forward-looking approach to transformation
  • Balanced focus on efficiency and growth

Key Requirements

  • Bachelor's degree required; advanced degree desired
  • 15+ years of leadership experience in large-scale contact centers
  • Demonstrated success managing domestic and offshore BPO operations
  • Strong credit card and financial services background
  • Experience driving contact center transformation initiatives

Work Rights

Not specified

Tailored Resume

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