Vice President of Contact Center at AXS | Frisco, TX

AXSFrisco, TX

On-site Full-time $190K/yr - $210K/yr

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Experience Level

Senior Level Manager

Qualifications

Strategic Leadership: Formulate and implement a comprehensive global contact center strategy that aligns with corporate objectives, fosters innovation, and boosts customer satisfaction. Operational Excellence: Oversee daily operations of North American contact centers, ensuring high performance, efficiency, and compliance with service standards, including global customer satisfaction (CSAT), Net Promoter Score (NPS), Payment Card Industry (PCI) compliance, and alignment with company branding. Customer Experience Management: Advocate for the customer experience by integrating customer feedback into support strategies. Develop global initiatives to enhance overall customer satisfaction, loyalty, and retention while addressing complex issues in alignment with our customer experience vision. Financial Oversight: Create and manage the contact center budget, identifying potential cost savings and operational efficiencies. Team Development: Lead, mentor, and cultivate a high-performing team of contact center professionals across various regions, promoting a culture of excellence and continuous improvement. Technology and Innovation: Remain abreast of industry trends and technological advancements, implementing innovative solutions to enhance contact center performance, including the integration of AI and other advanced technologies to elevate AXS's customer support service delivery.

About the job

Innovation and collaboration drive AXS forward. The team values creative thinkers who enjoy working alongside technology and entertainment professionals to shape the future of live event experiences.

Role overview

The Vice President of Contact Center leads the global support organization at AXS. This executive role centers on delivering excellent customer experiences and maintaining operational excellence across all support channels.

What you will do

Develop and execute strategy for the Support organization, setting direction for customer service operations.
Implement emerging technologies and artificial intelligence (AI) to improve and scale customer support.
Ensure the support model meets the evolving needs of a diverse customer base.

Location

This position is based in Frisco, TX.

About AXS

AXS is at the forefront of connecting fans to the entertainment they love, facilitating ticket sales for millions of events every year. With a commitment to innovation and an unparalleled dedication to customer satisfaction, AXS is transforming the event experience for fans and clients alike.

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