Director of Recovery Operations

Job Summary

A company is looking for a Director, Resolution & Recovery Operations.

Key Responsibilities

• Lead resolution and recovery operations across various customer interaction channels
• Drive operational strategies to improve exception handling and customer satisfaction
• Act as a liaison across departments to ensure alignment on customer-impacting initiatives

Required Qualifications

• Bachelor's Degree in Business, Operations, or a related field; Master's Degree preferred
• 10+ years of leadership experience in contact centers or customer operations
• Experience with Six Sigma, Lean, or similar process improvement frameworks
• Strong financial acumen for managing budgets and assessing ROI
• Deep understanding of omnichannel support strategies and KPIs