Senior Director, Servicing Operations

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

📋 Description

• Establish the three-year vision and strategy for both customer-facing service and back-office fulfillment, primarily constructing the roadmap independently.

• Manage daily operations: ensuring resolution speed, quality scores, cost efficiency, and associate engagement remain on track, intervening with a remediation plan the instant any of these metrics falter.

• Create a team, both internally and through our contact center partners, that employees aspire to join and develop within.

• Become the go-to person for the SVP and other senior leaders when they seek insights on the future direction of servicing.

⛳️ Requirements

• Over 10 years of experience in leading contact center or back-office service operations, including oversight of in-house teams and holding third-party or outsourced sites accountable for service levels.

• More than 10 years of people management experience, including supervising other managers and mentoring them to expand their own teams.

• Familiarity with a regulated financial services or fintech setting, with an understanding of how compliance and complaint-handling requirements influence service operations.

• Proven experience in formulating strategy for a service or operations function.

• A history of achieving operational targets and swiftly resolving issues when they arise.

• Strong influencing and communication skills, developed through securing buy-in from frontline agents to executives and all levels in between.

• Willingness to travel for in-person team collaboration (approximately 4-6 times per year) and to visit contact center locations as required.

🏝️ Benefits

• Paid time off

• 401(k) match

• Monthly wellness stipend

• Options for health, dental, and vision insurance

• Disability coverage

• Paid parental leave

• Flexible spending account (for childcare and healthcare)

• Life insurance

• Remote-first work environment