Operations Director

Job Summary

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

Key responsibilities

• Lead and scale customer delivery operations across multiple channels, managing teams of over 400 agents
• Own operational performance metrics and manage multimillion-dollar budgets, ensuring service quality and compliance
• Drive technology enablement initiatives and build a resilient operating model with strong governance and data security protocols

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 driving transformation
• Deep understanding of regulated operations and frameworks such as CFPB, SEC, and PCI DSS
• Experience in executive-level stakeholder management and budget oversight
• Track record of developing engaged teams and improving operational performance