VP, Digital Experience, Strategy and Innovation - Remote

Overview

The VP, Digital Experience, Strategy and Innovation is responsible for the oversight and management of strategic initiatives surrounding Nymbus’ hybrid Digital Contact Center (DXC), and plays a supporting role in achieving the broader strategic initiatives across the entirety of the Operations team.

In Short

• Oversee strategic initiatives for the Digital Contact Center.
• Manage contact center representatives across multiple channels.
• Develop performance metrics and reporting for DXC operations.
• Lead and mentor a team of managers and staff.
• Identify opportunities for process improvement and automation.
• Oversee new product implementations and client support.
• Manage hiring, training, and coaching strategies.
• Analyze data trends for cost and support recommendations.
• Ensure ongoing development and training for DXC staff.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Business or related field.
• 3+ years in customer support management.
• 2+ years managing a remote team preferred.
• Experience in banking or financial services.
• Oversight of onshore contact center teams.
• Experience with CCaaS technology.
• Knowledge of IVR systems and SIP/VOIP integrations.
• Strong communication skills.
• Collaborative management and coaching style.
• Flexibility with work schedule and travel.

Benefits

• Opportunity to shape an industry.
• Collaborative and innovative work culture.
• Chance to drive change in fintech.
• Supportive team environment.
• Professional growth opportunities.