Director, Support Operations

📋 Description

• Based in NYC with hybrid work (4 days in-office).
• Lead managers across three CX, BAS, and support-ops functions.
• Own two global BPO partnerships — contracts, SLAs, and quality.
• Manage the Support budget; forecast, capacity planning, and costs.
• Set and uphold a high-quality bar across channels using data.
• Senior escalation point for complex cases across Legal, Compliance, Fraud, Eng, and execs.

🎯 Requirements

• Significant CX or support leadership experience.
• Global BPO relationships: vendor selection, contracts, performance.
• Financial acumen; managed multimillion-dollar budget.
• Forecasting and capacity planning; data-driven decisions.
• Excellent judgment and communication across stakeholders.
• Fintech/regulated environment experience preferred; Zendesk familiarity.
• QA tooling and VoC platforms a plus.

🎁 Benefits

• Medical, dental, and vision coverage; life and AD&D.
• Equity for all employees; new hire and refresher grants.
• Flexible PTO, parental leave, and a four-week sabbatical in year six.
• Company-paid professional coaching for all employees.
• Day-one 401(k) match and student loan repayment matching.
• Transit benefits; FSA and HSA options.