Director, Operations

Our client is a global customer experience service provider that was founded on the principle of putting people first. When their customers choose to partner with them, there is an implicit understanding that all customers will be treated as their customers. Our client’s mission is to develop and deliver services that will continually contribute to their customer's growth, establish an employee-focused environment that promotes open communication, involvement, empowerment, and recognition of excellence, and positively impact the communities around them.

Our client is seeking a results-driven Director of Operations to lead and scale contact center operations within a fast-paced, client-focused BPO environment. This role is responsible for driving operational excellence, delivering client SLAs, and building high-performing teams across multiple programs, channels, and geographies.

The ideal candidate brings deep experience in contact center operations, a strong command of performance metrics, and a proven ability to lead large, distributed teams while partnering cross-functionally with clients, sales, HR, and support functions. They will not be afraid to get “scrappy” and hands-on with the agents daily. The top individual will have experience building, documenting, and implementing best practices and SOPs to drive operational excellence. The Operational Leader will work closely with executive leadership to implement best practices and standardize processes as we expand our capabilities. If you are ready to be part of a great organization with a strong culture and want to be an integral part of their soaring into the future, this is your role. If you are ready to be a part of a great organization, with a great culture, and want to be an integral part of it soaring into the future, this is the role for you.

Primary Job Responsibilities:

• Serve as the senior point of contact for client relationships, fostering trust, transparency, and long-term partnerships at senior levels.

• Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.

• Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.

• Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.

• Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.

• Identify opportunities for revenue growth, contract expansions, and new service offerings, collaborating with Sales and Business Development teams.

• Anticipate client needs, proactively addressing concerns, and mitigating risks before they escalate.

• Drive continuous improvement initiatives based on data-driven insights and industry best practices.

• Manage escalations, ensuring swift resolution of critical client issues while maintaining a focus on long-term success.

• Lead, mentor, and develop a high-performing team of Client Success Managers, fostering a culture of excellence, accountability, and collaboration.

• Oversee budget management, forecasting, and resource allocation for client success initiatives.

• Represent the client at industry events, conferences, and networking engagements to strengthen brand presence and client relations.

Requirements

• 7+ years of experience in a call center or contact center environment, with at least 4 years in a leadership role.

• Proven track record managing large-scale operations (500+ FTE preferred) across multiple programs or clients

• Deep understanding of contact center KPIs (AHT, CSAT, NPS, QA, FCR, occupancy, shrinkage)
• Proven track record in managing enterprise-level clients, ensuring retention, and driving revenue growth.
• Expertise in customer care, cloud services, and emerging technologies relevant to the BPO industry.
• Exceptional ability to build and maintain executive-level relationships with clients and stakeholders.
• Strong business acumen with a strategic mindset, able to identify and act on growth opportunities.

• Experience managing global delivery models (onshore/offshore/nearshore)

• Strong client-facing experience with executive-level communication skills

• Demonstrated success in driving operational improvements and financial performance

• Experience with WFM, QA, and reporting/analytics tools

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability