Director, Support Operations
Core
Lead a global support organization covering retail CX, advisor support, and operations, managing BPO partnerships and a multimillion-dollar budget to drive quality and operational excellence.
Role type
Director of Support Operations (Strategy & Operations Leadership)
Builds
Scalable customer support infrastructure and high-quality service delivery for retail investors and financial advisors
Domain
Financial Services / Customer Experience Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
CX leadership, BPO partnership management, budget ownership, forecasting, capacity planning, data-driven decision making, cross-functional collaboration, complex case escalation
Preferred skills
Fintech experience, regulated environment experience, Zendesk familiarity, QA tooling knowledge, VoC platform experience
Technologies
Zendesk, QA tooling, VoC platforms
Responsibilities
Lead and develop a team of managers across retail CX, advisor support, and support operations; Own two BPO partnerships end-to-end including contract management and SLA accountability; Manage the Support budget with rigor including forecasting and capacity planning; Set and hold a high quality bar across all channels using data; Serve as a senior escalation point for complex cases requiring cross-functional coordination; Partner cross-functionally to ensure support teams are prepared for product launches and regulatory changes
Seniority
Director, strategic leadership with hands-on operational oversight
