Job description
Senior Vice President, Contact Center Solutions & Services
Imagenet | Healthcare BPO & Technology-Enabled Services
Location:Remote | Travel Required
Position:Full-Time Executive Leadership
Lead and Scale Imagenet’s Contact Center Business
Imagenet is seeking aSenior Vice President, Contact Center Solutions & Servicesto lead and scale our healthcare-focused Contact Center business across U.S. and offshore delivery operations.
This isnot a traditional Contact Center Operations role. We are looking for an executive who can combine exceptional delivery leadership withoffering strategy, commercial and client leadership, operational excellence, technology and AI enablement, financial ownership, and offshore delivery oversight. The SVP will own the Contact Center offering and delivery organization while also leading Imagenet’s developingShared Services organization, initially supporting Contact Center and Claims Administration operations across the U.S. and Philippines.
What You’ll Lead
Contact Center Offering & Delivery
Own Imagenet’s Contact Center service line, including strategy, service architecture, delivery performance, scalability, financial results, and continued evolution.
Lead complex, multi-client Contact Center operations across U.S. and offshore teams.
Establish strong operating disciplines across workforce management, quality, training, service levels, productivity, customer experience, reporting, and continuous improvement.
Build scalable delivery models that support growth, new clients, changing volumes, and evolving channels.
Growth, Solutioning & Client Leadership
Partner with Sales and Account Management on new business, expansion, renewals, and cross-selling.
Support discovery, RFPs/RFIs, solution design, staffing models, pricing, SOW development, due diligence, and finalist presentations.
Serve as a credible executive with clients and prospects, translating operational capabilities into compelling business solutions.
Help define how Imagenet differentiates and positions its Contact Center offering in the market.
Shared Services Leadership
Lead Imagenet’s Shared Services organization and implementation roadmap in partnership with Claims and Philippines leadership.
Build reusable capabilities across areas such as workforce analytics, quality, training, reporting, knowledge management, process excellence, implementation readiness, automation, and AI.
Establish clear governance, service expectations, capacity allocation, performance measures, cost visibility, and value realization.
Technology, AI & Modernization
Own Contact Center business requirements across telephony, CRM, WFM, knowledge, interaction analytics, automated quality, speech analytics, agent assist, self-service, and related technologies.
Partner with Technology to develop a practical modernization roadmap.
Advance Imagenet’shuman-plus-AI operating model, using automation and AI to improve performance while maintaining quality, compliance, reliability, and appropriate human oversight.
Executive & Financial Leadership
Provide executive oversight of offshore Contact Center delivery through our Philippines leadership team.
Own operating plans, budgets, forecasts, staffing models, margin plans, and investment decisions.
Monitor revenue, profitability, cost-to-serve, utilization, productivity, quality, and financial performance.
Partner closely with executive leadership, Operations, Sales, Account Management, Finance, HR, Technology, Compliance, and Security.
What We’re Looking For
15+ yearsof progressive Contact Center, BPO, customer operations, managed services, or related service-delivery experience.
10+ yearsof executive or senior leadership responsibility for large, complex, multi-client, multi-site, or distributed Contact Center operations.
Demonstrated success functioning as both anoffering/service-line leader and delivery executive.
P&L ownership or comparable financial responsibility.
Deep expertise in Contact Center operations, workforce management, forecasting, scheduling, quality, training, performance management, and service-level accountability.
Experience supportingbusiness development, solutioning, RFPs/RFIs, pricing, SOWs, implementations, and client growth.
Strong executive-level client presence.
Experience leading or overseeing offshore service delivery.
Strong understanding of Contact Center technology, analytics, AI, automation, knowledge management, and workforce technology.
Experience developing shared capabilities, centers of excellence, Shared Services, or other cross-business operating models.
Strong financial, analytical, strategic, and cross-functional leadership skills.
Healthcare Experience Strongly Preferred We are particularly interested in executives with experience in:
Healthcare payer operations or healthcare BPO
Member or provider services
Regulated customer operations
Philippines-based delivery operations
Technology-enabled Contact Center transformation
Conversational AI, agent assist, automated QA, interaction analytics, self-service, and workflow automation
What Success Looks Like
The successful leader will build ascalable, disciplined, technology-enabled Contact Center businessthat delivers consistently for clients while supporting Imagenet’s continued growth. You will strengthen operating performance and financial discipline, develop reusable delivery and implementation standards, deepen executive client relationships, advance our human-plus-AI strategy, and help mature Shared Services into an enterprise capability supporting multiple Imagenet service offerings.
Why Imagenet?
Imagenet is a growing healthcare services organization supporting health plans throughContact Center, Claims Administration, Digital Mailroom, and other technology-enabled solutions. This is an opportunity to have a meaningful impact at the executive level—not simply running an existing operation, but helping shapewhat we offer, how we deliver it, how we use technology and AI, and how we scale for the future. If you are a senior Contact Center executive who can bring togetheroperations, clients, commercial strategy, technology, people, and financial performance, we’d like to hear from you. Please click on the link below to apply.
About Imagenet
Imagenet is a technology-forward healthcare operations partner with more than 25 years of experience helping healthcare payers manage critical administrative and operational processes. Founded in 2000 and headquartered in Tampa, Florida, Imagenet supports 150+ health plans through its payer clients.
Our teams help improve efficiency, accuracy, visibility, and service across complex healthcare operations, including digital mailroom, claims adjudication, contact center, member communications, and related administrative functions. By combining experienced operational teams, proven processes, and purpose-built workflow technology, Imagenet helps payers keep essential processes moving for the members, providers, and communities they serve.
Imagenet operates 10 secure facilities across the U.S. and one secure facility in Manila, Philippines.
Joining Imagenet means contributing to work that supports the healthcare operations members and providers rely on every day.
Equal Employment Opportunity
Imagenet, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type based on any characteristic protected by applicable federal, state, or local law.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.