Senior Director, Operations

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

📋 Description

• Comprehend our distinctive offerings and how they address specific business challenges while adding incremental value to your relationships.

• Take ownership of tracking, optimizing, and leading initiatives related to customer feedback, while sharing business insights across various functions.

• Recruit and maintain a skilled and well-trained workforce.

• Responsible for staffing, assigning work, projecting budgets, and managing expenses.

• Oversee the P&L for the entire regional operation down to the gross margin level.

• Consistently meet client KPIs for the assigned region.

• Ensure that adequate staffing is in place to meet client goals in collaboration with the workforce management team.

• Supervise all relevant projects, directing efforts to surpass InteLogix/client objectives and coordinating corrective action plans for issues identified by clients.

• Monitor all administrative functions.

• Provide oversight of both physical and virtual working environments on a global scale.

• Guide subordinate management in weekly coaching sessions to address deficiencies and assess each employee's progress.

• Recommend salary adjustments and other changes in employee status to leadership, in conjunction with feedback from subordinate managers.

• Collaborate closely with the management team to ensure effective operations across all areas of the center.

• Maintain positive client relationships and report any concerns regarding client relations to the VP.

• Cultivate future talent in the region by developing comprehensive leadership development SOPs in partnership with the full Operations and Training teams.

• Define and maintain SOPs for the CX Operations Organization.

• Responsible for fostering a professional work environment.

• Comply with company attendance, punctuality, and meal and rest break policies.

• Maintain focus and concentration to achieve performance objectives.

• Adapt positively to a constantly changing environment.

• Exhibit the ability to handle pressure while striving to meet deadlines and performance standards.

• Foster a good working relationship with assigned supervisors and colleagues.

• Act as a trusted partner and consultant to our clients, helping them achieve mutually recognized business outcomes through additional solutions/services.

• Demonstrate effective communication, presentation, and influence skills with stakeholders, including C-level executives.

• Perform additional duties as assigned by management as needed.

⛳️ Requirements

• Bachelor's degree in management, finance, or accounting, or a minimum of 5 years in call center management.

• Prior experience in managing and documenting SOPs is preferred.

• Strong verbal and written communication skills.

• Background in leadership development, including managing an end-to-end process for bench strength planning.

• Experience with SOP ownership and deployment.

• Ability to coach team members to consistently achieve performance targets.

• Willingness to travel up to 50% of the time as required.

• Experience managing large teams (1200+ FTE).

• Capability to formulate a strategic account plan.

• Background in bridge planning.

• Experience with P&L management.

• Background in client relationship management.

• Experience with international operational oversight.

• Effective time management skills while working remotely and the ability to collaborate across all organizational levels.

• Experience in decision-making based on business metrics.

• Employees must be proficient in typing, using a mouse effectively, and have a basic understanding of Windows-based operating systems.

• Comprehensive knowledge of Microsoft products.

• Employees will primarily work from home, requiring self-management and workload prioritization abilities.

• The employee's home office must support professional participation in online meetings, including reliable internet for audio and video.

• Employees may need to work in close proximity to others during regular site visits, client meetings, performance reviews, and conferences/offsite meetings.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Professional development opportunities.

• Bonuses.

• Stock options.

• Equipment allowances.

• Wellness programs.