SR. DIRECTOR, OPERATIONS

Job Summary

GENERAL DESCRIPTION:

This Senior Director of Operations role requires a strategic, innovative, multi-talented leader with deep customer care and progressive customer support work experience to help Qualfon evolve its customer care organization internally and externally in the United States for a specific client line of business. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next shift in performance, efficiency, effectiveness and strategic tactics will be made. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

This role will be expected to set and execute on a customer service strategy across Qualfon direct-to-consumer markets in the United States and to manage and oversee a tier one and Fortune 500 client. In addition, this role will, in a matrixed capacity, lead an internal team, serve as the voice of the customer to executives across the business, work with product and engineering to proactively solve customer issues, build out and expand into a revenue-generating channel, and establish the analytical infrastructure to derive insights from customer care.

The Senior Director will employ innovation, creativity, and modernization in driving excellence on the team and the operation as a whole. The ideal candidate will combine these innovative skills with strategic thinking and sound Six Sigma process methodologies to optimize performance and drive success outcomes.

Area of expertise (Skills)

• Oversee, design, develop, and lead the client-specific practice for large customer service client(s).
• Develop and execute on the strategies to drive SLAs and KPIs for this client line of business.
• Employ innovative approaches to solving business problems in the operation, streamline, and ensure smooth operations and high levels of client and customer satisfaction.
• Manage the account at the operational level, ensuring the metrics and results set by the client are achieved and consistently delivered.
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership and to the client liaisons.
• Manage the account to the optimal cost structure, driving profitability, and ensuring achievement of the established financial results.
• Manage customer care support vendors and SaaS tool relationships as applicable on the account.
• Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency

Other Skills and Experiences (Min)

• A minimum of a Bachelors’ degree is preferred, or equivalent work experience.
• Six Sigma certification(s) strongly preferred.
• 15+ years of customer care, customer service, call center operations, and/or consulting experience required
• 15+ years of experience in a people management role preferred
• 15+ years of experience in client relations management required
• 15+ years in the insurance industry strongly preferred.
• 18+ years of experience in BPO/customer service/call-center required
• Experience with subscription services, billing, and/or billing systems.
• Experience presenting to senior leadership, partnering cross-functionally, and driving change

Education