Senior Vice President, Connexion Point

Position Summary

The Senior Vice President holds full operational and financial accountability for Connexion Point, a remote contact-center/BPO business serving Medicare and healthcare clients. CXP is in a revenue-growth phase; the role requires disciplined execution on a number of high-leverage priorities, active stewardship of a concentrated client base, executive support for business development opportunities, and operational leadership to drive margin expansion and best-in-class capabilities.

The Senior Vice President operates with depth in the operating detail where it matters and visible to Integrity and Unified where it counts. Success is measured by EBITDA and margin performance, client retention and growth, and the continued development of the leadership team.

Strategic Vision & Executive Alignment Set and execute CXP’s strategic direction in alignment with Unified Health and Integrity leadership. Own the narrative on financial performance with Integrity, including the gaps/beats between the annual operating plan and in-year reforecasts. Build strategy around the constraints of the BPO model — headcount is agreed with clients in advance, which limits the ability to pull revenue levers quickly.

Operational Excellence Drive efficiency, quality, and client satisfaction across all departments. Lead the annual AEP preparation and ramp — the single most important near-term operational initiative — where recruiting and training timelines are compressed and each department owns its own plan. Priorities include:

• Protect the training ramp and ensure successful execution.
• Sustain momentum on technology and tooling evolution.
• Continue move from SLA-only focus toward broader KPI thinking.
• Improve agent retention and minimize agent time in training status.

Organizational Culture & Talent Build and sustain a high-performing, positive culture in a workforce with deep tenure. Drive the team towards new ways of thinking focused on AI, analytics, and client satisfaction. Lead through consistent, visible leadership and monthly all-hands with revenue transparency. Prioritize supervisor development to advance senior and middle leaders toward greater autonomy.

Financial Performance & EBITDA Own the full P&L with a primary emphasis on EBITDA and margin. Because CXP bills hourly on agreed headcount, optimization comes chiefly from the expense side — reducing burdened hourly rate, capturing profitability through scale, improving retention, and minimizing unbillable hours.

Client Relationships Protect and grow a concentrated client base by serving as a visible, executive-level partner to key clients and ensuring CXP consistently delivers on service, quality, compliance, and operational commitments. Proactively deepen relationships beyond day-to-day service contacts, understand each client’s strategic priorities, and translate those needs into clear operating plans, performance expectations, and growth opportunities. Anticipate risks to retention, lead executive-level issue resolution when service or performance concerns arise, and create confidence with clients through transparency, disciplined follow-through, and measurable improvement.

Compliance & Regulatory Oversight Ensure adherence to CMS and state regulatory requirements across all Medicare and healthcare programs. Sustain the compliance-first operating model — calibrated QA scoring, real-time supervisor monitoring, secret-shopper programs, and documented escalation of compliance and material-risk issues to CXP Compliance leadership and executive stakeholders.

Growth & Business Development Lead net new growth to diversify client base and drive healthy revenue/EBIDTA growth. Own the BD pipeline, pursue new logos and expansion within…