[Hiring] Director, Contact Center @Thrivent

Role Description

The Director, Contact Center is responsible for leading a team of Contact Center Managers and Client Care Professionals (CCPs) within the Thrivent Bank Contact Center. This role provides overall leadership for the development and execution of operating processes, performance management, and metrics that align with the strategic objectives of Thrivent Bank. The position also holds accountability for talent development, team performance, and overall engagement, including the establishment of effective change management practices to support the successful implementation and adoption of key initiatives.

The Director operates the business with discipline and a strong risk management mindset to ensure the contact center consistently delivers efficient, well-controlled, and high-quality service. This includes advancing a scalable operating model that supports growth, while aligning the contact center with the bank’s digital strategy and preserving a human-centered service experience. The role requires deep expertise across core contact center disciplines, including workforce management, quality assurance, Voice of the Customer (VOC), training, and call routing effectiveness. In addition, the Director identifies and executes opportunities to leverage scale and capabilities across Thrivent’s broader contact center ecosystem.

As a key member of the Bank Leadership Team, the Director, Contact Center reports directly to the Vice President and Chief Operating Officer.

Duties & Responsibilities

• Develop and execute the strategic vision for the Thrivent Bank contact center, aligning with business goals and customer experience objectives.
• Oversee all aspects of contact center operations, including staffing, training, quality assurance, technology utilization, and performance metrics.
• Recruit, train, mentor, and manage a high-performing team of contact center professionals, fostering a culture of excellence, continuous improvement, and customer-centricity.
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs), implementing corrective actions as needed to achieve target results.
• Analyze contact center data and trends to identify opportunities for process improvement, cost reduction, and enhanced customer satisfaction.
• Collaborate with other departments (e.g., IT, Marketing, Product Development, Compliance) to ensure seamless customer journeys and integrated service delivery.
• Manage contact center budget, ensuring efficient resource allocation and cost control.
• Stay abreast of industry best practices, emerging technologies, and regulatory changes relevant to contact center operations within the banking sector.
• Develop and implement contingency plans to ensure business continuity and resilience during unforeseen events.
• Ensure compliance with all relevant banking regulations, internal policies, and data security standards.

Audience Interaction

• Engages senior leaders across Thrivent Bank (including the Bank Leadership Team) and influences strategic alignment of contact center operations with enterprise priorities.
• Partners with cross-functional stakeholders (Digital, Operations, Risk/Compliance, Product, Technology) to drive enterprise initiatives, improve customer experience, and optimize operational performance.
• Directly leads Contact Center Managers and indirectly influences Client Care Professionals, shaping performance, culture, and service delivery outcomes.
• Influences external vendors and service partners through performance expectations, contract oversight, and alignment to service, risk, and regulatory standards.
• Serves as a key voice of the contact center, elevating Voice of the Customer insights and frontline perspectives to inform decision-making and continuous improvement.

Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field; Master's degree preferred.
• Minimum of 8-10 years of progressive leadership experience in contact center management, with at least 5 years specifically within the banking or financial services industry.
• Proven track record of successfully leading large teams and managing complex contact center operations.
• Deep understanding of contact center technologies, including CRM systems, ACD, IVR, WFM, and omnichannel platforms.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Excellent communication, interpersonal, and presentation skills.
• Demonstrated ability to drive operational efficiency and improve customer satisfaction.
• Knowledge of banking regulations and compliance requirements (e.g., Reg E, BSA/AML, GLBA).
• Strategic thinker with the ability to translate vision into actionable plans.
• Project management experience is a plus.

Benefits

• Various bonuses (including, for example, annual or long-term incentives).
• Medical, dental, and vision insurance.
• Health savings account.
• Flexible spending account.
• 401k.
• Pension.
• Life and accidental death and dismemberment insurance.
• Disability insurance.
• Supplemental protection insurance.
• 20 days of Paid Time Off each year.
• Sick and Safe Time.
• 10 paid company holidays.
• Volunteer Time Off.
• Paid parental leave.
• EAP.
• Well-being benefits, and other employee benefits.