Senior Director, Contact Center

📋 Description

• Develop and execute a strategic contact center plan focused on digital transformation, automation, and AI-driven solutions.
• Lead automation and AI initiatives (chatbots, virtual agents, predictive analytics) to improve efficiency, reduce costs, and enhance customer satisfaction.
• Oversee global BPO vendor relationships, contract negotiations, performance management, and ensuring SLAs.
• Establish and monitor performance metrics, KPIs, and reporting frameworks to drive continuous improvement.
• Build, mentor, and lead high-performing teams; foster innovation and customer-centricity.
• Collaborate with IT, CX, Product, and other functions to deliver integrated solutions aligned with strategic initiatives.

🎯 Requirements

• Bachelor's degree in Business, Operations, Information Technology, or related field; Master’s degree preferred.
• 10+ years of experience in contact center operations, with at least 5 years in a senior leadership role.
• Proven track record in implementing automation and AI technologies within customer service environments.
• Extensive experience managing BPO vendors and global teams.
• Strong analytical, strategic thinking, and project management skills.
• Excellent communication, negotiation, and interpersonal abilities.

🎁 Benefits

• Medical, dental, vision, and wellness benefits.
• 401(k) matching.
• Unlimited PTO.
• Work from anywhere.
• Generous parental leave.