Director of CX Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Recruit, manage, and nurture the in-house Agents Plus team.

• Oversee outsourced support partner relationships from start to finish, including sourcing, contracting, performance management, and escalation.

• Forecast support volume and create shift and coverage models across various time zones.

• Align staffing with demand and manage schedule adherence and shrinkage for 24/7 support coverage.

• Determine when to adjust vendor headcount in relation to in-house capacity.

• Develop surge playbooks for significant events.

• Make build-vs-buy decisions as support volume increases.

• Manage operational metrics such as SLAs, occupancy, shrinkage, cost-per-contact, response time, and resolution time.

• Identify and address operational friction, handoff issues, coverage gaps, and tooling challenges.

• Collaborate with CX strategy on quality standards and process design.

• Represent capacity, cost, and coverage trade-offs in strategic planning discussions.

⛳️ Requirements

• A minimum of 7 years in support operations, workforce management, or BPO/vendor management, including direct experience managing an outsourced or blended (in-house + vendor) support model.

• Practical experience in workforce management — forecasting, scheduling, real-time management, shrinkage, and adherence — for a 24/7 or near-24/7 operation.

• Proven history of directly managing a BPO relationship: contracting, SLAs, performance management, and escalation.

• Comfortable handling a budget or cost model for support operations and making decisions on build-vs-buy or vendor-vs-in-house.

• Proficient with tools and data: dashboards, WFM software, ticketing systems, and QA platforms.

• Experience in a dynamic, variable-volume environment — such as fintech, trading, gaming, marketplaces, or another event-driven consumer platform.

• Strong adherence to process discipline.

• Capable of operating at a leadership level and effectively communicating capacity, cost, and trade-offs to non-operations stakeholders.

• Experience in scaling a small in-house team alongside an external BPO simultaneously is a plus.

• Familiarity with prediction markets, sportsbooks, trading, or another event-driven and time-sensitive market is a plus.

🏝️ Benefits

• Equity

• Unlimited PTO

• Comprehensive Health, Vision, & Dental coverage

• 401k match

• Equinox membership

• Hardware setup: new MacBook Pro, large display, & accessories