AXS
VP, Contact Center
Frisco, TX · Vp · Full-time
No sponsorship$190k-$210kDetected 1 day ago
AWSComplianceBrand StrategyCustomer SupportZendeskLeadershipCommunication
About the role
- Ensures global CSAT, NPS, PCI, and company branding are consistent to policy, and meeting the minimum standards.
- Address complex issues and ensure alignment with our customer experience and vision.
- Technology and Innovation: Stay updated on industry trends and technology, implementing innovative solutions to enhance contact center performance.
Responsibilities
- Develop and manage the contact center budget, identifying opportunities for cost savings and operational improvements.
- Lead, mentor, and develop a high-performing team of contact center professionals across various regions, fostering a culture of excellence and continuous improvement.
- The Vice President, Contact Center is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support organization.
- Operational Excellence: Manage day-to-day operations of the North American contact centers, ensuring high performance, efficiency, and adherence to service standards.
- Customer Experience Management: Champion the customer experience by ensuring customer feedback is integrated into support strategies.
- Implement global strategies to improve overall customer satisfaction, loyalty, and retention.
- Financial Oversight: Develop and manage the contact center budget, identifying opportunities for cost savings and operational improvements.
- Team Development: Lead, mentor, and develop a high-performing team of contact center professionals across various regions, fostering a culture of excellence and continuous improvement.
- Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
- Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host
Nice to have
- BA/BS Degree (4-year) (Advanced Degree Preferred) Bachelor's degree in Business Administration, Management, or a related field
- Masters or advanced degree preferred.
- Proven success in managing large-scale, global contact center operations.
- Experience working across different time zones and cultures is a plus - specifically, language translations.
Skills
- AXS connects fans with the artists and teams they love.
- Strong understanding of contact center technologies and customer experience strategies
Compensation
- Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world.
Benefits
- Currently, full time employees are eligible for these benefits on the first day of employment.
- Development and Learning - Opportunities for learning and leveling up through training and education reimbursement.
Company info
- https://solutions.axs.com/careers/
- For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment.
- Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world.
- We are dedicated to a diverse, inclusive and authentic workplace, so if you're excited about this role but can't "check every box" in the job description, we encourage you to apply anyway.
- You may be the right candidate for this or other roles.
- We're an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.
- AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship.
- AEG may require an employee to perform duties outside their normal description.
- More about AEG
- We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.
- Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.
- To learn more about our culture and values, visit: https://solutions.axs.com/careers/
Visa & Work Authorization
- Employer does not offer work visa sponsorship for this position.
This listing is sourced directly from AXS's careers page and normalized into a canonical job model.