Vice President, Telecom Call Center Logistics & Operations

Orange, CA - USA

Monthly Salary: $ 198219 - 297329

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Alignment Health is breaking the mold in conventional health care committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we this fast-growing company you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters not only changing lives but saving them. Together.

The Vice President of Telecom and Call Center Logistics & Operations leads the strategic direction technology integration and operational excellence of Alignment Healths contact center and telecommunications infrastructure. This role ensures seamless high-quality member experience by optimizing call routing IVR design and logistics coordination while driving innovation in automation and omnichannel support. The VP partners cross-functionally to align operations with corporate goals regulatory standards and member satisfaction objectives building a 5-Star Call Center that sets the industry benchmark.

Key Responsibilities

Strategy & Leadership: Develop and execute a roadmap for a 5-Star Call Center aligning with corporate goals and CMS standards. Forecast staffing capacity and technology needs.
Operations & Technology: Oversee daily call center technology operations telecom infrastructure and IVR optimization. Integrate platforms with CRM and logistics systems; deploy advanced solutions (Genesys Five9 NICE etc.).
Logistics Management: Coordinate field support logistics ensuring timely cost-effective service delivery and integration with call center operations.
Vendor & Budget Oversight: Manage vendor relationships negotiate contracts and control budgets to optimize cost per call and delivery.
Performance & Compliance: Define KPIs (service levels FCR NPS Stars) monitor performance and ensure compliance with HIPAA CMS and security standards.
People Leadership: Build and lead high-performing teams fostering a service-first culture establishing measurable team KPIs and supporting talent development.

Key Success Metrics

Achievement of 5-Star Call Center service ratings.
Member satisfaction improvement (NPS CAHPS Stars).
Increased first-call resolution and routing accuracy.
Reduced cost per call/contact and per delivery.
High employee retention and performance.

Job Requirements:

Experience:

Required:

Minimum of 10 years of experience in call center operations telecommunications or logistics with at least 5 years in a senior leadership role.
Experience with cloud contact center platforms such as Genesys Five9 NICE Cisco Avaya and Talkdesk.
Demonstrated ability to lead cross-functional teams and drive measurable performance improvements.
Proven track record of leading large-scale contact center transformations and implementing advanced telecom technologies.
Demonstrated expertise in AI-driven call center operations including implementation of AI solutions for call routing automation and predictive analytics.

Preferred:

Experience in healthcare insurance or regulated industries preferred.

Education:

Required:

Bachelors degree in Business Administration Information Technology Telecommunications or a related field required

Preferred:

MBA or advanced degree preferred

Specialized Skills:

Required:

Exceptional strategic planning vendor management and budget oversight skills.
Expertise in IVR / phone tree design call routing and telecom infrastructure.
Proven ability to improve KPIs and build 5-Star Call Center operations
Strong understanding of CMS regulations HIPAA compliance and healthcare industry standards.

Ability to communicate positively professionally and effectively with others; provide leadership teach and collaborate with others.
Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members management employees and vendors;
Mathematical Skills: Ability to perform mathematical calculations and calculate simple statistics correctly
Reasoning Skills: Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems collect data establish facts draw valid conclusions and design implement and manage appropriate resolution.
Problem-Solving Skills: Effective problem solving organizational and time management skills and ability to work in a fast-paced environment.
Report Analysis Skills: Comprehend and analyze statistical reports.

Licensure:

Required: None

Preferred:

Other:

Required: This role is based in Orange CA with in-person presence preferred. The position may require up to 20% travel for site visits vendor meetings and leadership engagements.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job the employee is regularly required to talk or hear. The employee regularly is required to stand walk sit use hand to finger handle or feel objects tools or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $198219.00 - $297329.00

Pay range may be based on a number of factors including market location education responsibilities experience etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability age protected veteran status gender identity or sexual orientation.

*DISCLAIMER:Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal be advised that Alignment Health and its subsidiaries will never ask you for a credit card send you a check or ask you for any type of payment as part of consideration for employment with our you feel that you have been the victim of a scam such as this please report the incident to the Federal Trade Commission at If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Healths talent acquisition team please email .

Required Experience:

Exec

Key Responsibilities

Strategy & Leadership: Develop and execute a roadmap for a 5-Star Call Center aligning with corporate goals and CMS standards. Forecast staffing capacity and technology needs.
Operations & Technology: Oversee daily call center technology operations telecom infrastructure and IVR optimization. Integrate platforms with CRM and logistics systems; deploy advanced solutions (Genesys Five9 NICE etc.).
Logistics Management: Coordinate field support logistics ensuring timely cost-effective service delivery and integration with call center operations.
Vendor & Budget Oversight: Manage vendor relationships negotiate contracts and control budgets to optimize cost per call and delivery.
Performance & Compliance: Define KPIs (service levels FCR NPS Stars) monitor performance and ensure compliance with HIPAA CMS and security standards.
People Leadership: Build and lead high-performing teams fostering a service-first culture establishing measurable team KPIs and supporting talent development.

Key Success Metrics

Achievement of 5-Star Call Center service ratings.
Member satisfaction improvement (NPS CAHPS Stars).
Increased first-call resolution and routing accuracy.
Reduced cost per call/contact and per delivery.
High employee retention and performance.

Job Requirements:

Experience:

Required:

Minimum of 10 years of experience in call center operations telecommunications or logistics with at least 5 years in a senior leadership role.
Experience with cloud contact center platforms such as Genesys Five9 NICE Cisco Avaya and Talkdesk.
Demonstrated ability to lead cross-functional teams and drive measurable performance improvements.
Proven track record of leading large-scale contact center transformations and implementing advanced telecom technologies.
Demonstrated expertise in AI-driven call center operations including implementation of AI solutions for call routing automation and predictive analytics.

Preferred:

Experience in healthcare insurance or regulated industries preferred.

Education:

Required:

Bachelors degree in Business Administration Information Technology Telecommunications or a related field required

Preferred:

MBA or advanced degree preferred

Specialized Skills:

Required:

Exceptional strategic planning vendor management and budget oversight skills.
Expertise in IVR / phone tree design call routing and telecom infrastructure.
Proven ability to improve KPIs and build 5-Star Call Center operations
Strong understanding of CMS regulations HIPAA compliance and healthcare industry standards.

Ability to communicate positively professionally and effectively with others; provide leadership teach and collaborate with others.
Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members management employees and vendors;
Mathematical Skills: Ability to perform mathematical calculations and calculate simple statistics correctly
Reasoning Skills: Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems collect data establish facts draw valid conclusions and design implement and manage appropriate resolution.
Problem-Solving Skills: Effective problem solving organizational and time management skills and ability to work in a fast-paced environment.
Report Analysis Skills: Comprehend and analyze statistical reports.

Licensure:

Required: None

Preferred:

Other:

Required: This role is based in Orange CA with in-person presence preferred. The position may require up to 20% travel for site visits vendor meetings and leadership engagements.

Essential Physical Functions:

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $198219.00 - $297329.00

Pay range may be based on a number of factors including market location education responsibilities experience etc.