Job Information
American Heart Association National Vice President, Customer Engagement Center in Dallas, Texas
Overview
As we celebrate our Centennial year, we invite you to join us in shaping the next century of impact. Be a relentless force for a world of longer, healthier lives as we remain devoted to a future of health and hope for everyone, everywhere. At the American Heart Association, your contribution matters, and so does your career.
The American Heart Association has an excellent opportunity for a National Vice President, Customer Engagement Center for our National Center. Location can be flexible/home-based. Must be willing to travel to Dallas twice monthly.
Reporting to the Executive Vice President for Strategy Integration, the National Vice President leads the National Engagement Center and provide strategic direction and leadership to promote the use of business practices to support customer relationships across the organization.
The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally.
#TheAHALife is our company culture, our way of life, reflecting our diversity, equity & inclusion, our focus on work-life harmonization and our Guiding Values. Discover why you will Be Seen. Be Heard. Be Valued™ at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X (formerly Twitter), and at heart.jobs.
Responsibilities
Determine the strategic direction for the National Engagement Center and ensure efficient and effective delivery of service to customers through the establishment of performance benchmarks, the development of ongoing quality improvement goals and the development and implementation of training initiatives. Directs a team of experienced professionals. Develops key elements of short- and mid-term (1-2 years) operational plans and strategies with direct impact towards achieving results for the organization.
Develop best practices for the organization focused on customer service excellence and implement strategies focusing on customer retention and expansion of existing customer relationships across the organization.
Create policies, procedures and standards for the support of customer service across the organization.
Lead external benchmarking for contact center technology and processes to better align with best practices.
Ensure staffing requirements, tools, training and the business environment are conducive to successfully achieving performance goals.
Responsible for the overall management of the department budget and funding.
Performs other duties as required or assigned which are reasonably within the scope and responsibility of the job level and family.
Qualifications
Bachelor's degree or equivalent experience
Eight (8) years of prior relevant experience and at least five (5) years of supervisory experience
Experience with budget development and oversight
Must be willing to travel to Dallas twice monthly
Prior experience in non-profit organization preferred
Compensation & Benefits
The American Heart Association invests in its people. Here are the main components of our total rewards package. Visit Rewards & Benefits to see more details.
Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.
Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs, based on the type of position.
Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. HeartU is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.
The American Heart Association’s 2024 Goal: Every person deserves the opportunity for a full, healthy life. As champions for health equity, by 2024, the American Heart Association will advance cardiovascular health for all, including identifying and removing barriers to health care access and quality.
At American Heart Association | American Stroke Association, our mission is to be a relentless force for a world of longer, healthier lives, regardless of race, ethnicity, gender, gender identity, religion, age, language, sexual orientation, national origin and physical or cognitive abilities. We're committed to ensuring our workforce, workplace culture and mission have a shared impact across a diverse set of backgrounds.
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EOE/Protected Veterans/Persons with Disabilities
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Posted Date 2 weeks ago (4/29/2024 5:43 PM)
Requisition ID 2024-13164
Job Category Call Center
Position Type Full Time