Associate Director – Tech Support Operations

This is a fully remote position, open to applicants in District of Columbia, +7 more states.

📋 Description

• Oversee the operational, financial, and contractual well-being of the outsourced partner network.

• Act as the readiness gatekeeper for corporate initiatives being launched across the global contact center network.

• Manage operations of outsourced technical support centers and global partner networks.

• Conduct audits on live technical deployments across voice and chat queues to identify gaps in systems, tools, or knowledge.

• Balance and prioritize multiple concurrent initiatives across global contact center networks.

• Perform Operational Impact Assessments 30–60 days prior to launches, migrations, or policy changes.

• Audit launch deployments on vendor sites and lead post-mortem evaluations.

• Analyze performance data and develop process innovations to minimize repeat calls, escalations, and unproductive dispatches.

• Maintain QA/Observation forms and facilitate cross-vendor calibration sessions.

• Connect Training, Quality Assurance, Product, and Vendor Operations for consistent initiative adoption.

• Manage partner SOWs, MSAs, performance-based billing, and invoice verification.

⛳️ Requirements

• Bachelor’s degree or a minimum of four years of relevant work experience.

• At least eight years of pertinent experience, demonstrated through work, military experience, or specialized training.

• Experience in Technical Support Operations.

• A minimum of five years of Project Management experience in a Contact Center, Vendor Management, Partner Operations Management, or Customer Success environment is preferred.

• Comprehensive understanding of contract structures, SOW drafting, and invoice reconciliation.

• Proven ability to manage complex operational rollouts across multi-site networks.

• PMP, Six Sigma, or similar process improvement certification is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short- and long-term disability insurance.

• Basic and supplemental life insurance.

• AD&D insurance.

• Identity theft protection.

• Pet insurance.

• Group home & auto insurance.

• Matched 401(k) savings plan.

• Up to 8 company-paid holidays annually.

• Up to 6 personal days each year.

• Paid parental leave.

• Adoption assistance.

• Tuition assistance.

• Premium pay options, including overtime, shift differentials, holiday pay, and allowances based on the role.

• Up to 15 days of vacation per year for newly hired employees, with increases based on tenure.

• Incentive-based compensation with the potential for additional earnings.