One Call

Join Our Team and Make a Difference! 

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, and Win Together we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range:

This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

What We Provide in Return for Your Commitment to Our Mission 
We offer a vast array of benefits to help support the whole you, including:

• Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home.
• Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off. 
• Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
• Supportive Services: Just like our colleagues get injured workers the care they need when they need it, we want to do the same for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships.

JOB SUMMARY: 

The Vice President of Information Technology is a senior leadership role responsible for overseeing and transforming One Call’s IT, Infrastructure, and Technology Operations to enable scale, reliability, and innovation across the enterprise. This role will lead critical functions spanning IT Service Delivery, Production Support, Release Management, Platform/DevOps and Contact Center Technology.

As a strategic partner to the CTO and COO, the VP of IT will assess the current operating model, design and implement a modern IT organization, and ensure technology services align with business priorities. This role will drive operational excellence, strengthen cybersecurity and compliance posture, and deliver enterprise-wide technology capabilities that support One Call’s long-term growth and objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

Strategic Leadership 

• Define the vision and roadmap for Information Technology aligned to One Call’s corporate strategy and digital transformation goals.
• Serve as the senior technology operations leader, building the foundation for scale, efficiency, and innovation across IT, Infrastructure, and Platform functions.
• Act as a key partner to the CTO and COO in strategic planning, operating rhythm design, and executive decision-making.

IT Operations, Service Delivery, Incident & Change Management

• Oversee day-to-day IT operations including Helpdesk, Production Support, and End-User Computing, ensuring high availability, performance, and user satisfaction.
• Champion the evolution of incident and change management by implementing advanced ITSM frameworks, driving automation, and embedding continuous improvement practices across service delivery.
• Establish a proactive, metrics-driven approach to incident and change management that enhances system resilience, reduces downtime, and aligns technology operations with business agility goals.
• Drive measurable improvements in CSAT, MTTR, uptime, and service responsiveness.

Infrastructure & Platform Engineering 

• Lead infrastructure strategy (cloud, network, data center, telephony, collaboration tools) to ensure secure, scalable, and cost-effective operations.
• Partner with Platform and DevOps teams to mature CI/CD practices, application monitoring, automation, and resilience.
• Manage vendor relationships, contracts, and cost optimization for infrastructure, telephony, and enterprise systems.

Contact Center Technology & Tooling 

• Own strategy, delivery, and continuous improvement of One Call’s contact center technology ecosystem, including Genesys Cloud, Kore AI, and related telephony platforms.
• Partner with Operations, Product, and Engineering leaders to optimize call routing, self-service, automation, and agent experience.
• Drive innovation in customer engagement through conversational AI, workforce optimization, and data-driven analytics.
• Ensure scalability, security, and compliance of the contact center technology stack while reducing cost-to-serve and improving CSAT.
• Establish KPIs for AHT, call deflection, customer satisfaction, and agent productivity to measure and communicate impact.

People & Organization 

• Assess and restructure IT/Operations organization to ensure right skills, capacity, and leadership at every level.
• Recruit, coach, and mentor a high-performing leadership bench.
• Build a culture of accountability, transparency, and continuous improvement.

Cybersecurity & Risk Management 

• Partner with Security leadership to strengthen infrastructure security, identity and access management, and compliance practices.
• Ensure IT controls and processes align with regulatory, audit, and risk management requirements.

M&A & Corporate Initiatives 

• Provide IT leadership in support of M&A activities, including infrastructure due diligence, integration planning, and execution.
• Collaborate with Corporate Development, HR, Finance, and executive peers to align IT integration with company-wide initiatives.

Financial & Vendor Management 

• Own IT budget, forecasting, and cost optimization efforts.
• Negotiate and manage key vendor relationships for hardware, software, cloud, and telephony solutions.
• Deliver transparency into IT spend and ROI on technology investments.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• 12+ years of progressive experience in IT leadership roles spanning Infrastructure, Operations, and Enterprise Technology.
• Proven track record of leading IT transformations in private equity, startup, or high-growth environments.
• Deep expertise in ITSM, Infrastructure (cloud/on-prem hybrid), Platform/DevOps, QA, and Release Management.
• Strong understanding of Telephony (Genesys Cloud, AI/automation platforms like Kore AI) and enterprise collaboration systems.
• Demonstrated ability to lead organizations of 100+ people, including leadership succession, coaching, and restructuring.
• Financial and vendor management expertise, including budget ownership >$25M and major vendor negotiations.
• Outstanding communication, executive presence, and stakeholder engagement skills.
• Experience working with Boards, private equity sponsors, or C-suite leadership on technology strategy and due diligence is highly desirable.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• Excellent understanding of project management principles.
• Demonstrated ability to apply IT in solving business problems.
• In-depth knowledge of applicable laws and regulations as they relate to IT.
• Excellent written and oral communication skills.
• Excellent interpersonal skills and the ability to build and sustain effective business relationships.
• Strong negotiating skills.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that require speed or productivity.
• The colleague must be able to manage moderate to significant mental stress because of, but not limited to, a dynamic and heavy workload.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.