Vice President, Customer Service Solutions- Call Center

Job Description

Job DescriptionWelcome to BrightKey, where we deliver support services to associations, corporations, nonprofits, and government.

Vice President, Customer Service Solutions
Location: Annapolis Junction, Maryland
BrightKey is searching for a dynamic and visionary leader to serve as our Vice President of Customer Service Solutions and guide our call center operations in Annapolis Junction, Maryland.
This is more than just a leadership role — it’s an opportunity to embody and champion the values that define us:
Roll Up Your Sleeves, focus on the Positive, give a Hoot, show the Love, keep it Honest, do your best, and make a Difference. These principles are at the heart of BrightKey, and we’re looking for someone who lives them daily.

About the Role:
As Vice President, Customer Service, you will lead BrightKey’s customer service transformation — setting the vision for how we engage with our customers and ensuring we consistently deliver excellence across all service touchpoints.
You’ll be responsible for:

• Defining and executing a forward-thinking customer service strategy aligned with BrightKey’s values and business objectives.
• Driving operational excellence and innovation, focusing on customer satisfaction, retention, and brand loyalty.
• Leading and developing high-performing teams, building a culture of accountability, inclusion, and motivation.
• Identifying emerging trends and technologies in customer service to evolve and future-proof our approach.
• Ensuring seamless performance in alignment with service level agreements and client expectations.

What We’re Looking For:
A strategic, hands-on leader who’s equally comfortable in the boardroom and on the floor. You’re innovative, action-oriented, and deeply committed to exceptional service delivery.

Minimum Qualifications:

• Bachelor’s degree in Business or related field.
• 15+ years of progressive leadership experience in customer service and call center environments.

Key Requirements:

• Proven success leading large customer service operations and teams.
• Expertise in contact center management, including third-party/vendor relationships.
• Commercial acumen with a track record of delivering long-term, sustainable success.
• Exceptional leadership, communication, and people management skills.
• Strong analytical, planning, and organizational abilities.
• Inspirational, values-driven leadership style with a passion for team development.

BrightKey is an Equal Opportunity Employer (EOE).

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Compensation details: 125000-174999 Yearly Salary

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