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Director of CX Operations

Remote:

Full Remote

Contract:

Full time

Salary:

4 - 4K yearly

Experience:

Expert & Leadership (>10 years)

Work from:

Canada

Offer summary

Qualifications:

Bachelor’s degree in Business Administration or related field; MBA preferred, Proven experience managing workforce operations and BPOs, Strong people management and leadership skills, Experience in high-growth companies with scaling CX operations, Excellent negotiation skills and analytical capabilities.

Key responsabilities:

Ensure efficient and effective customer service operations
Oversee workforce and vendor management, ensuring performance accountability
Lead a team of mid-level managers and mentor for performance improvement
Manage external vendor relationships and negotiate agreements
Use data analytics to enhance customer satisfaction and operational efficiency

The Leadership Agency https://www.leadershipagency.com/

11 - 50 Employees

See more The Leadership Agency offers

Job description

This is a remote position.

Our client is a rapidly growing scale-up that has achieved unicorn status, now valued at over $2 billion with backing from some of the most prestigious investors in the industry. Their platform is revolutionizing healthcare, with operations spanning across all 50 states in North America. Boasting an impressive near 5-star rating on Glassdoor, they are not only leading their market but also emerging as one of the best places to work. They are now seeking their first Director of CX Operations to join their dynamic team.

This role will be pivotal in ensuring customer service operations are efficient, effective, and aligned with strategic goals
Unifying the various independent teams within CX to enhance operational efficiency and align with business goals
Key responsibilities include overseeing workforce management, vendor management, and ensuring performance accountability across various teams
Managing a team of people managers to ensure optimal performance and resource allocation
Leading a team of 4 direct reports (mid-level Managers)
Managing external vendor relationships, ensuring performance standards are met, and overseeing the effectiveness of outsourced support teams
Using data analytics to spot trends, find opportunities, and improve areas that boost efficiency and customer satisfaction
Understanding and enhancing the end-to-end customer experience across various business segments
Negotiating with external vendors and insurance companies
Working cross-functionally with stakeholders
Mentoring a high-performing team, fostering a culture of continuous improvement, collaboration, and accountability

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred
Proven track record of successfully managing large-scale workforce operations and BPO partnerships
Strong people management skills, and a passion for driving excellence
Experience in a high-growth company with a scaling CX and operations team
You are a seasoned leader with expertise in managing large teams and operations within CX
You have strong negotiation skills and a solid understanding of P&L and budget management
Strong analytical skills with the ability to translate data into actionable insights
Background in business operations, aligning customer experience initiatives with overall business goals
Previous experience with contact centers (a plus)
You thrive in high-pressure situations and respond quickly to challenges

Benefits

A chance to build your career in a hyper-growth stage company
A remote-first company
Medical, Dental, and Vision coverage
401K
Employee Assistance Program (EAP)
Work for a company dedicated to building a diverse, equitable, and inclusive environment
You will work directly with their executive leadership team
Learn and develop with best-in-class leadership and talent
Competitive Compensation + equity