Operations Director

Operations Director Role Summary: As an Operations Director, you will be responsible for leading a team of professionals in delivering exceptional customer service and operational excellence. This is a highly challenging role that requires strong leadership skills, strategic thinking, and the ability to drive change.

The Operations Director will be responsible for managing a large team of front-line supervisors and staff across 24x7 service shifts. The ideal candidate will have experience in leading multi-channel virtual operational teams and have a proven track record of improving operational efficiency while maintaining high levels of customer satisfaction.

• Lead a team of 8-10 front-line supervisors and staff (total span of control 100+) across 24x7 service shifts
• Direct the overall service-related activities for the team's customer service function, supporting the company's customer experience and operations strategies
• Lead people initiatives with Human Resources, including compensation planning, performance management, staffing, employee relations, recruitment, training, teaming, and employee development
• Interface with other service functions and business units as needed
• Direct workforce management execution to optimize operational efficiencies while maintaining high customer satisfaction
• Execute technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
• Anticipate customer needs and proactively develop solutions to meet them
• Solve unique and complex problems with broad impact on the business
• Develop and manage business plans to achieve objectives
• Manage external and internal service compliance, identify risk/compliance opportunities, support assessment and mitigation of identified risks, and be responsible to corporate risk and other compliance functions
• Continuously identify, analyze, and drive service expense opportunities by employer group and by account, deliver short- and long-term savings to the company and customers by enhancing the service experience, and influence others to consider the customer's service expense opportunities
• Act as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency
• Develop direct reports through coaching, delegation, and guidance to master current roles and expand their influence for more responsibility or another client role
• Focus on improving the customer experience through coaching, guidance, and identification/execution of operational improvement opportunities, collaborating with Quality and Coaching to improve overall audit performance on customer surveys

• Protect the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensure confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions

• Strong operational orientation and competence; demonstrated influential leadership in/with a highly matrixed operations organization
• Proven results in leading an organization and peers through changing business and/or operations priorities
• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team
• Ability to motivate, inspire, and rally a team around a common vision
• Exceptional verbal and written communication skills, with demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization

• High school diploma or equivalent required; bachelor's degree preferred
• 5+ years' experience managing within a contact center or call center operations management environment required
• Experience in leading multi-channel virtual operational teams
• Experience leading in a customer-centric culture; strong customer service orientation
• Experience with Net Promoter Score (NPS) preferred, and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience