Senior Director of Servicing Operations

Job Summary

Owning the strategy and execution of customer servicing and back office fulfillment, the remote Senior Director of Servicing Operations will set a 3-year vision, manage day-to-day operations, and build a high-performing team while reporting to the SVP of Operations.

Key responsibilities

• Set the vision and strategy for customer-facing servicing and back office fulfillment, creating a roadmap for execution
• Manage daily operations to ensure resolution speed, quality scores, cost efficiency, and associate engagement meet targets
• Build and develop a team, both in-house and through contact center partners, fostering a culture of growth and retention

Required qualifications

• 10+ years of experience leading contact center or back office servicing operations, including managing in-house teams and third-party sites
• 10+ years of people management experience, including developing managers to grow their teams
• Experience in a regulated financial services or fintech environment with knowledge of compliance and complaint-handling requirements
• Proven track record of building strategy for service or operations functions and achieving operational targets
• Strong influence and communication skills, capable of engaging with frontline agents to executives