This is a hybrid opportunity based in North Carolina. Position requires regular onsite presence at headquarters in Morrisville, NC (1-2 days per week) and at other designated facilities as required.

Strategic Leadership & Contract Management

• Provide overall leadership, governance, and strategic direction for all customer service operations.
• Serve as the primary liaison and trusted advisor  leadership and key stakeholders.
• Ensure full compliance with all contractual obligations, performance standards, policies, procedures, and regulatory requirements.
• Develop and execute strategic plans that align operational performance with business objectives and customer service goals.
• Anticipate operational risks and implement proactive mitigation strategies to ensure uninterrupted service delivery.

Operational Excellence

• Direct all customer service center operations to achieve service level agreements (SLAs), key performance indicators (KPIs), quality objectives, and customer satisfaction targets.
• Monitor operational performance through data analytics, performance dashboards, and trend analysis to drive informed decision-making.
• Establish a culture of accountability, operational discipline, and customer-centric service delivery.
• Oversee workforce planning, resource allocation, and operational readiness to support changing business demands and service volumes.

People Leadership

• Provide leadership, coaching, mentoring, and professional development for management staff and frontline teams.
• Maintain accountability for staffing, employee engagement, retention, succession planning, and performance management.
• Build and sustain a high-performing workforce focused on customer satisfaction, quality, and continuous improvement.
• Foster a collaborative, inclusive, and results-driven work environment.

Continuous Improvement & Innovation

• Lead process improvement initiatives that increase efficiency, reduce costs, improve service quality, and enhance the customer experience.
• Identify opportunities to leverage technology, automation, and operational best practices to improve performance.
• Implement corrective action plans and operational enhancements based on data-driven performance analysis.
• Champion continuous improvement methodologies and a culture of innovation throughout the organization.

Reporting & Stakeholder Engagement

• Deliver regular operational reviews, executive briefings, and performance reports to leadership.
• Present key trends, risk assessments, improvement initiatives, and performance outcomes to stakeholders.
• Effectively manage escalations, customer concerns, and sensitive operational issues.
• Collaborate with internal and external partners to ensure alignment across all program functions.

This position is contingent upon contract award and funding approval. Candidates may be interviewed and selected in advance; however, employment and start dates are dependent upon successful contract award and operational need.

Senture, a TP company is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.