Operations Director

Job Summary

Leading high-performing customer delivery operations, the full-time salaried Operations Director will oversee large-scale omnichannel contact center operations and drive transformation and operational excellence in a regulated financial services environment.

Key responsibilities

• Manage and scale customer delivery operations across various channels, including voice, chat, and digital, while overseeing a team of 400+ agents
• Own operational performance metrics and manage multimillion-dollar budgets, ensuring compliance and governance in a regulated environment
• Drive technology enablement initiatives and develop leaders to strengthen team culture and improve operational performance

Required qualifications

• 15+ years of leadership experience in customer delivery operations within financial services or related sectors
• Proven success in managing large omnichannel contact center operations and leading transformation initiatives
• Deep understanding of regulated operations and frameworks such as CFPB, SEC, and PCI DSS
• Experience with executive-level stakeholder management and governance forums
• Strong financial acumen with a track record of managing budgets and performance commitments