Director of Operations - Hybrid
Core
Strategic leader responsible for driving operational excellence, customer advocacy, and regulatory integrity across a multi-faceted organization including internal teams and BPO vendor partners.
Role type
Director of Operations (Hybrid)
Builds
End-to-end operational strategy, performance delivery, vendor oversight, and organizational readiness for a contact center environment.
Domain
Financial Services / Contact Center Operations
Required skills
Large-scale operations leadership, operational transformation, escalation and fraud management, vendor operations governance, strategic leadership, process optimization, people leadership, risk management, capacity planning
Preferred skills
PMP, Lean, Agile, Six Sigma certification, extensive operations people leadership experience
Technologies
N/A
Responsibilities
Direct oversight of Department Managers, Unit Managers, and Vendor Managers; drive CX quality call listening and training; oversee high-touch inbound customer service and complex account resolution; lead high-severity escalated problem solving and fraud operations; track governance and SLA performance for vendor partners; define operational KPIs and quality targets; mentor and develop a multi-layered leadership team.
Seniority
Director, strategic leadership & governance
