[Hiring] Senior Vice President, Contact Center Solutions & Services @ImagenetLLC

Role Description

Imagenet is seeking a Senior Vice President, Contact Center Solutions & Services to lead and scale our healthcare-focused Contact Center business across U.S. and offshore delivery operations. This is not a traditional Contact Center Operations role. We are looking for an executive who can combine exceptional delivery leadership with offering strategy, commercial and client leadership, operational excellence, technology and AI enablement, financial ownership, and offshore delivery oversight. The SVP will own the Contact Center offering and delivery organization while also leading Imagenet’s developing Shared Services organization, initially supporting Contact Center and Claims Administration operations across the U.S. and Philippines.

What You’ll Lead

• Contact Center Offering & Delivery:
  • Own Imagenet’s Contact Center service line, including strategy, service architecture, delivery performance, scalability, financial results, and continued evolution.
  • Lead complex, multi-client Contact Center operations across U.S. and offshore teams.
  • Establish strong operating disciplines across workforce management, quality, training, service levels, productivity, customer experience, reporting, and continuous improvement.
  • Build scalable delivery models that support growth, new clients, changing volumes, and evolving channels.
• Growth, Solutioning & Client Leadership:
  • Partner with Sales and Account Management on new business, expansion, renewals, and cross-selling.
  • Support discovery, RFPs/RFIs, solution design, staffing models, pricing, SOW development, due diligence, and finalist presentations.
  • Serve as a credible executive with clients and prospects, translating operational capabilities into compelling business solutions.
  • Help define how Imagenet differentiates and positions its Contact Center offering in the market.
• Shared Services Leadership:
  • Lead Imagenet’s Shared Services organization and implementation roadmap in partnership with Claims and Philippines leadership.
  • Build reusable capabilities across areas such as workforce analytics, quality, training, reporting, knowledge management, process excellence, implementation readiness, automation, and AI.
  • Establish clear governance, service expectations, capacity allocation, performance measures, cost visibility, and value realization.
• Technology, AI & Modernization:
  • Own Contact Center business requirements across telephony, CRM, WFM, knowledge, interaction analytics, automated quality, speech analytics, agent assist, self-service, and related technologies.
  • Partner with Technology to develop a practical modernization roadmap.
  • Advance Imagenet’s human-plus-AI operating model, using automation and AI to improve performance while maintaining quality, compliance, reliability, and appropriate human oversight.
• Executive & Financial Leadership:
  • Provide executive oversight of offshore Contact Center delivery through our Philippines leadership team.
  • Own operating plans, budgets, forecasts, staffing models, margin plans, and investment decisions.
  • Monitor revenue, profitability, cost-to-serve, utilization, productivity, quality, and financial performance.
  • Partner closely with executive leadership, Operations, Sales, Account Management, Finance, HR, Technology, Compliance, and Security.

Qualifications

• 15+ years of progressive Contact Center, BPO, customer operations, managed services, or related service-delivery experience.
• 10+ years of executive or senior leadership responsibility for large, complex, multi-client, multi-site, or distributed Contact Center operations.
• Demonstrated success functioning as both an offering/service-line leader and delivery executive.
• P&L ownership or comparable financial responsibility.
• Deep expertise in Contact Center operations, workforce management, forecasting, scheduling, quality, training, performance management, and service-level accountability.
• Experience supporting business development, solutioning, RFPs/RFIs, pricing, SOWs, implementations, and client growth.
• Strong executive-level client presence.
• Experience leading or overseeing offshore service delivery.
• Strong understanding of Contact Center technology, analytics, AI, automation, knowledge management, and workforce technology.
• Experience developing shared capabilities, centers of excellence, Shared Services, or other cross-business operating models.
• Strong financial, analytical, strategic, and cross-functional leadership skills.
• Healthcare Experience Strongly Preferred.

Requirements

• We are particularly interested in executives with experience in:
  • Healthcare payer operations or healthcare BPO
  • Member or provider services
  • Regulated customer operations
  • Philippines-based delivery operations
  • Technology-enabled Contact Center transformation
  • Conversational AI, agent assist, automated QA, interaction analytics, self-service, and workflow automation

Benefits

• Opportunity to have a meaningful impact at the executive level.
• Help shape what we offer, how we deliver it, how we use technology and AI, and how we scale for the future.

Company Description

Imagenet is a technology-forward healthcare operations partner with more than 25 years of experience helping healthcare payers manage critical administrative and operational processes. Founded in 2000 and headquartered in Tampa, Florida, Imagenet supports 150+ health plans through its payer clients.

• Our teams help improve efficiency, accuracy, visibility, and service across complex healthcare operations, including digital mailroom, claims adjudication, contact center, member communications, and related administrative functions.
• Imagenet operates 10 secure facilities across the U.S. and one secure facility in Manila, Philippines.
• Joining Imagenet means contributing to work that supports the healthcare operations members and providers rely on every day.

Equal Employment Opportunity: Imagenet, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type based on any characteristic protected by applicable federal, state, or local law.