Senior Manager, Contact Center Operations (Hybrid)

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.

About the Role:

The Senior Manager, Contact Center Operations is a high-level operations role responsible for the end-to-end performance and long-term strategy of multiple Contact Center functions (Service, Application Support, Loan Processing, Collections and Complaints) across all relevant P&Ls. This position is a key member of the senior leadership team, acting as an organizational architect on functional strategy and operational excellence. The ideal candidate will be focused on driving consistent results, anticipating problems, and cultivating an adaptable, globally aligned culture. This role reports to the Director of Operations.

Responsibilities: 

• Accountability for Operational KPIs with an emphasis on SLA’s.
• Help define and execute the strategy and vision for core contact center functions across P&Ls, ensuring all initiatives are fully aligned with executive-level and global business goals.
• Direct the creation and utilization of sophisticated global data analysis and reporting infrastructure to identify systemic risks, interpret emerging trends, and inform strategic decisions.
• Develop and engage Operations Leaders, establishing a consistent, high-performing culture of innovation and “Best Answer Wins” across the entire contact center organization.
• Own and nurture strategic relationships with P&L Leads, stakeholders, and critical support functions (e.g., People Resources, Strategy and Operations, Technology) to drive optimal resource allocation and ensure cross-functional alignment on global performance and objectives.
• Proactively identify, champion, and lead complex, organization-wide transformation and change management initiatives that build highly sustainable, adaptable, and scalable global operations.
• Lead internal and external communication for the function, including formal presentations of key performance and strategic updates to the executive team.

Requirements:

• 10+ years of extensive, proven experience in contact center operations management or a similar executive leadership role, with a focus on managing full functional performance and P&L impact.
• Demonstrated success in leading a function through large-scale organizational change and driving successful business outcomes globally.
• Exceptional expertise in strategic planning, directing complex data analysis, and developing executive-level strategies to address challenges and capitalize on global opportunities.
• Highly developed executive communication and presentation skills, with proven ability to influence decisions at the highest levels of the organization.
• Deep commitment to fostering an inclusive culture and demonstrated success in mentoring and developing leaders at the Department Manager (DM) level and above.
• Proven ability to build and maintain strategic partnerships with C-level leaders and cross-functional partners.
• Experience in financial services is required, with experience in banking products and management preferred.  

Compensation:

The budgeted annual salary range for this position is $150,000 to $165,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus and restricted stock units. All full-time employees are eligible to participate in Company benefits, described in more detail here.