IT Director

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn�t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

JOB SUMMARY

The IT Director is responsible for leading the overall technology strategy, infrastructure, and operations of the BPO organization. This role ensures secure, scalable, and high-availability IT systems that support 24/7 operations, client requirements, and regulatory compliance. The IT Director partners closely with executive leadership, operations, and clients to align technology initiatives with business goals while maintaining service excellence.

Key Responsibilities
Strategic Leadership

• Develop and execute the company�s IT strategy aligned with business objectives and client SLAs.

• Serve as a trusted advisor to executive leadership on technology, cybersecurity, and digital transformation.

• Lead IT planning for growth, including new client onboarding, site expansions, and scalability needs.

• Establish IT governance, policies, and standards across the organization.

IT Operations & Infrastructure

• Oversee day-to-day IT operations supporting contact center and back-office functions.

• Ensure high availability, performance, and reliability of systems including networks, servers, cloud platforms, telephony, and end-user computing.

• Manage BPO-critical systems such as:

  • Contact center platforms (VoIP, dialers, CRM, ticketing systems)

  • Workforce tools (WFM, QA, reporting)

  • Business productivity tools (Microsoft 365, Google Workspace, collaboration platforms)

• Lead incident management, root-cause analysis, and continuous service improvement.

Cybersecurity, Risk & Compliance

• Define and enforce cybersecurity policies, controls, and incident response plans.

• Ensure compliance with client and regulatory requirements (e.g., ISO 27001, SOC 2, GDPR, HIPAA, PCI-DSS, depending on clients).

• Conduct regular risk assessments, audits, and vulnerability management.

• Partner with clients during IT security audits, due diligence, and compliance reviews.

Client & Stakeholder Management

• Act as the primary IT escalation point for clients and internal stakeholders.

• Support sales and client onboarding by providing technical inputs, security documentation, and infrastructure readiness.

• Translate complex technical concepts into clear business language for non-technical audiences.

• Maintain strong cross-functional collaboration with Operations, HR, Finance, and Compliance.

Team Leadership & Development

• Lead, mentor, and develop IT managers, engineers, and support teams.

• Build a high-performing, service-oriented IT organization.

• Drive skills development, succession planning, and performance management.

• Promote a culture of accountability, documentation, and continuous improvement.

Budgeting & Vendor Management

• Own the IT budget, forecasting, and cost optimization initiatives.

• Manage relationships with vendors, MSPs, telecom providers, and software partners.

• Negotiate contracts, SLAs, and licensing agreements.

• Evaluate and rationalize tools and technologies to maximize ROI.

Qualifications & Experience

• Bachelor�s degree in Information Technology, Computer Science, or a related field.

• 8�12+ years of progressive IT experience, with at least 4 years in a senior leadership role.

• Proven experience in a BPO, shared services, or 24/7 operations environment.

• Strong knowledge of:

  • Network infrastructure, cloud platforms, and endpoint management

  • Contact center technologies and VoIP systems

  • IT service management frameworks (ITIL, Agile, DevOps)

  • Cybersecurity best practices and compliance standards

• Demonstrated experience managing large IT teams and complex vendor ecosystems.

Preferred

• Experience supporting US clients.

• Certifications such as ITIL, CISSP, CISM, AWS/Azure, or PMP.

• Experience leading ISO 27001, SOC 2, or similar audits.

• Exposure to automation, AI, or advanced analytics in BPO environments.

Key Competencies

• Strategic thinking and business acumen

• Strong leadership and people management skills

• Excellent communication and stakeholder management

• High sense of ownership and accountability

• Ability to thrive in fast-paced, high-availability environments

• Strong problem-solving and decision-making skills

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