Managing the operational engine of customer experience, the full-time Director of Customer Experience Operations will oversee in-house and outsourced support teams, ensuring seamless service delivery and effective workforce management in a remote environment. Key responsibilities Hire, manage, and develop the in-house Agents Plus team while overseeing outsourced support partner relationships Forecast demand, build shift models, and manage scheduling to ensure adequate coverage during peak times Monitor operational metrics and address any issues related to coverage gaps or process inefficiencies Required qualifications 7+ years in support operations, workforce management, or BPO/vendor management Hands-on experience with workforce management for a 24/7 operation Proven track record of managing BPO relationships, including performance management and contracting Comfortable with budget ownership and making strategic build-vs-buy decisions Experience in variable, spiky-volume environments such as fintech or trading platforms
Director of Customer Experience Operations in workfromhome at Unknown Company
This position is listed as contract and able to be worked remotely.