About Us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
The Director of Operations is a key leadership role responsible for overseeing and optimizing the organization’s operational strategies and processes across multiple business units. This position plays a crucial role in ensuring operational excellence and alignment with the organization’s strategic goals. The Director will lead cross-functional teams to drive efficiency, enhance productivity, and foster a culture of continuous improvement.
Primary Job Responsibilities
- Responsible for the successful operation of customer contact management operations not necessarily at a site.
- Responsible for developing and implementing operational policies and procedures, managing budgets and monitoring key performance indications to assess operations performance.
- Collaborates with senior leadership to identify and implement process improvements, facilitate effective allocation of resources and stakeholder engagement.
- Maintains relationships with internal and external partners to ensure operational practices align with industry best practices and compliance standards.
- Manages both human and material resources.
- Provide strong support for the long-term strategies of the organization.
- Instrumental in translating the company’s vision into actionable strategies.
- Collaborating with senior leadership, they help define long-term goals and develop comprehensive plans to achieve them.
- Supports Foundever and clients in achieving service, quality and contribution goals.
- Demonstrates sound fiscal management in achieving profitability goals.
- Leading and motivating the team and communicating effectively.
- Monitoring associate conduct, performance, and attendance against company standards; providing coaching/direction, documenting meetings and applying processive counselling in accordance with company policy as required.
- Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
- Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
- Protect company equipment assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
- Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information assets as per the Company’s policy.
- Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and jurisdictional requirements
What you need in order to be successful
- 7-9 years of industry-related experience, including 2-4 years of contact centre managerial experience
- Minimum – 4 year college degree or equivalent directly related work experience.
- Ability to lead and inspire teams, fostering a culture of excellence and accountability
- Capability to develop and implement long-term business strategies to drive operational efficiency and effectiveness.
- Expertise in managing multiple projects, ensuring they align with organizational goals and are delivered on time and within budget.
- Proficiency in budgeting, forecasting, and financial analysis to drive cost-effective operations.
- Experience with l methodologies to streamline processes and enhance productivity.
- Strong problem-solving and analytical abilities to assess operations and make data-driven decisions.
- Excellent verbal and written communication skills for effective interaction with stakeholders at all levels.
- Experience in managing organizational change and driving adoption of new processes and technologies.
- Ability to work effectively across different departments and teams to achieve common goals.
- In-depth understanding of the specific industry in which the company operates, including market trends and competitive landscape.
- Familiarity with operational tools and software that enhance productivity and reporting.
- Proven track record in managing for diverse teams.
- Knowledge of talent management practices, including hiring, training, and performance management.
What we're Offering
- Competitive Salary plus Director bonus
- Location: UK or Portugal (Hybrid twice a week on-site)
- Frequent travel required between UK, Portugal and Canada
- Permanent Contract Full time
