Job Description

Join our amazing team! SONIFI® Solutions, Inc., the leader in technology solutions for the hospitality and healthcare industries, is looking to add a VP, Support Operations - Contact Center to the team! The VP, Support Operations - Contact Center is a highly visible role with an opportunity to have outsized impact serving SONIFI’s esteemed customer base consisting of global tier 1 hospitality brands and resorts, leading healthcare institutions, and various B2B enterprise customers. With a strong background in automation, tooling, and people management, you will be responsible for driving the transformation and continuous improvement of support operations for SONIFI and delivering customer experiences that truly distinguish SONIFI from its competitors.

The ideal candidate is a change agent with a track record of driving transformation vs. maintenance, specifically from a phone-heavy environment to omnichannel, in the B2B enterprise technology space. You’re well-versed in automation and have a track record of successfully implementing automated detection and proactive alarming, case reduction, agent enablement, and self-service, and take pride in eliminating waste and rote manual work. You have a nuanced understanding of where and how humans need to be in the loop to provide a high-touch, high-quality customer experience. You are capable of designing and executing effective processes through operational rigor and leadership and are able to progress the organization through daily efforts toward big-picture business objectives.

What you’ll do:

  • Drive improvements for the company’s remote technical support, network operations center, incident escalation management, and other support functions critical to the company’s operations.
  • Lead, mentor, and inspire a diverse team of support professionals, both onsite and remote, fostering a culture of continuous improvement and collaboration while delivering first-class service and delivery with optimal productivity and profitability. Provide guidance and direction to enable the team to skill up and excel in their roles and meet company objectives.
  • With a data-driven and metrics-oriented approach, uphold a relentless commitment to enhancing customer experiences and meeting SLAs. Monitor customer feedback and performance data to design and implement process changes that align with customer needs and expectations. Utilize KPIs to generate insights for refining people/tools/process operations, and increase support efficiency.
  • Evolve the organization toward a proactive detect-and-resolve command center model that is less reliant on reactive ticket management.
  • Design and implement automation (including AI-enabled opportunities where applicable) opportunities to drive company objectives, such as predictive issue detection and resolution, improved omnichannel ticket routing, self-service resources, and more, to streamline operations and
  • enhance customer interactions. Collaborate with cross-functional teams to integrate automation solutions seamlessly into existing support processes.
  • Optimize the support channel mix across omnichannel points of contact and ultimately drive toward a more efficient support model that delivers a high-quality customer experience.
  • Drive improvement of incident escalation management, including postmortem root cause analysis and prevention plans.
  • Analyze current support processes, identify bottlenecks, and redesign workflows where needed to maximize efficiency and responsiveness. Drive continuous process improvement to ensure swift issue resolution and proactive customer assistance.
  • Build and maintain tight-nit cross-functional partnerships with critical functional areas, including Sales, Field Service, Engineering and Product, and IT / Business Systems.
  • Champion a culture of quality, innovation and change within the support organization. Generate buy-in and adoption of change initiatives among key stakeholders.
  • Develop and manage budgets and KPIs to plan. Discover and transform areas that impact efficiencies to improve profitability.
  • Create department policies and procedures that align with organizational goals.

What you’ll need:

  • Minimum of 15 years of progressive experience in technical support, with 5 years in a senior leadership role transforming contact centers no smaller than 75 FTEs.
  • 5 years tenure at a B2B enterprise technology company is strongly preferred. Experience working in telecoms / networked products is ideal.
  • Bachelor's degree in a relevant field. An MBA is a plus.
  • Strong business acumen and ability to think and execute strategically for long-term success. Proven track record of driving transformation with concrete results.
  • Able to build highly effective relationships and effectively work with and influence others and act as a change leader.
  • Robust experience working with and evolving support stack – prior Salesforce Service Cloud and related SFDC modules is strongly preferred.
  • Strong understanding of automation technologies, including the role of AI applications in support environments. Demonstrated experience deploying and stewarding KMS, chatbots, self-service platforms, and predictive analytics.
  • Proven track record of driving automation initiatives and enhancing customer support operations.
  • Exceptional communication skills, and ability to connect to front lines as well as C-Suite.
  • Demonstrated ability to develop and execute strategic plans, drive change, and adapt to evolving business needs. Strong problem-solving skills and a data-driven approach to decision-making.
  • Collaborative leader, adept at building and inspiring cross-functional teams with a passion for delivering exceptional customer experiences. A deep understanding of customer needs, pain points, and behaviors, with a commitment to upholding CX across every touch point.
  • Ability to travel approximately 25% of the time.

Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off, and a variety of additional benefits!

SONIFI Health values diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000.

For more information about Equal Employment Opportunity, please visit:



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