Senior Director, Contact Center

📋 Description

• Develop contact center strategy focused on digital transformation, automation, and AI.
• Lead automation/AI initiatives (chatbots, virtual agents, analytics) to boost efficiency.
• Oversee global BPO vendors, contracts, performance, and SLAs.
• Establish and monitor KPIs and reporting for continuous improvement.
• Build, mentor, and lead high-performing teams; foster innovation.
• Manage budgets and identify cost optimization via technology and processes.

🎯 Requirements

• Bachelor’s degree in Business, Operations, IT, or related; Master’s preferred.
• 10+ years in contact center ops, with 5+ in a senior leadership role.
• Proven track record implementing automation and AI in customer service.
• Extensive experience managing BPO vendors and global teams.
• Global operational experience and multicultural team leadership.
• Certification in Lean, Six Sigma, or similar process improvement.

🎁 Benefits

• Medical, dental, and vision coverage.
• Wellness programs and resources.
• 401(k) matching.
• Unlimited PTO.
• Work from anywhere.
• Generous parental leave.