Director of CX Operations

Skills

About the Role

You will lead the operational delivery of customer support across the in-house and outsourced teams. You will manage vendors, workforce planning, coverage, budgets, operational metrics, and surge plans while resolving process and tooling friction.

Requirements

• 7+ years of support operations, workforce management, or BPO/vendor management experience
• Experience managing an outsourced or blended support model
• Experience with workforce forecasting, scheduling, real-time management, shrinkage, and adherence for a 24/7 or near-24/7 operation
• Experience owning BPO contracting, SLAs, performance management, and escalations
• Experience owning a support operations budget or cost model
• Proficiency with dashboards, WFM software, ticketing platforms, and QA platforms
• Experience in a variable, high-volume environment
• Leadership-level communication of capacity, cost, and operational trade-offs

Responsibilities

• Hire, manage, and develop the in-house Agents Plus team
• Manage outsourced support partners, including sourcing, contracting, performance management, and escalations
• Forecast support volume and build shift, coverage, and staffing models across time zones
• Manage schedule adherence and shrinkage
• Build surge playbooks and decide between vendor and in-house capacity
• Own operational metrics including SLAs, occupancy, shrinkage, cost per contact, and response and resolution time
• Identify and resolve operational friction, coverage gaps, and tooling issues
• Represent capacity, cost, and coverage trade-offs in planning conversations

Benefits

• Equity
• Unlimited PTO
• Health coverage
• Vision coverage
• Dental coverage
• 401k match
• Equinox membership
• MacBook Pro, display, and accessories