Director of Customer Experience Operations
Job Summary
Managing the operational engine of customer experience, the full-time Director of Customer Experience Operations will oversee in-house and outsourced support teams, ensuring seamless service delivery and effective workforce management in a remote environment.
Key responsibilities
- Hire, manage, and develop the in-house Agents Plus team while overseeing outsourced support partner relationships
- Forecast demand, build shift models, and manage scheduling to ensure adequate coverage during peak times
- Monitor operational metrics and address any issues related to coverage gaps or process inefficiencies
Required qualifications
- 7+ years in support operations, workforce management, or BPO/vendor management
- Hands-on experience with workforce management for a 24/7 operation
- Proven track record of managing BPO relationships, including performance management and contracting
- Comfortable with budget ownership and making strategic build-vs-buy decisions
- Experience in variable, spiky-volume environments such as fintech or trading platforms
Complete Job Description
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