Director, Contact Center Operations (BPO & Channel Execution)
About The Position
Powering Performance Marketplaces in Digital Media QuinStreet is a pioneer in powering decentralized online marketplaces that match searchers and “research and compare” consumers with brands. We run these virtual- and private-label marketplaces in one of the nation’s largest media networks. Our industry leading segmentation and AI-driven matching technologies help consumers find better solutions and brands faster. They allow brands to target and reach in-market customer prospects with pinpoint segment-by-segment accuracy, and to pay only for performance results. Our campaign-results-driven matching decision engines and optimization algorithms are built from over 20 years and billions of dollars of online media experience. We believe in: The direct measurability of digital media. Performance marketing. (We pioneered it.) The advantages of technology. We bring all this together to deliver truly great results for consumers and brands in the world’s biggest channel. Job Category This role is responsible for the day-to-day execution and performance management of contact center operations, with a primary focus on BPO partner performance, channel optimization, and operational consistency. The position operates as the execution arm of the contact center strategy, translating direction into measurable results across internal teams and external vendors. This is a fully onsite role based in Orlando, FL.
Requirements
- 10+ years in contact center operations
- 5+ years managing BPO environments
- Experience in performance-driven sales environments
- Ability and willingness to travel internationally up to 25% of the time
- Bachelor’s Degree from a 4-year accredited institution, or related
- Strong knowledge of dialer systems and contact center tech
- Understanding of compliance requirements (TCPA, FCC)
- KPI-driven operational mindset
- Execution-focused operator
- Strong accountability and follow-through Comfortable managing vendors and driving results
Responsibilities
- BPO Performance Management & Execution
- Own daily performance across all BPO partners
- Monitor KPIs including contact rate, conversion, revenue per contact, QA, and compliance
- Implement standardized performance scorecards
- Execute corrective action plans for underperformance
- Operational Execution & Channel Management
- Oversee inbound, outbound, and SMS channel operations
- Ensure alignment to processes, scripts, and expectations
- Drive consistency across locations and teams
- Revenue & Conversion Optimization
- Improve conversion performance at agent and vendor level
- Identify trends and implement tactical improvements
- Support testing of scripts and call strategies
- Technology Execution & Feedback
- Provide operational feedback on dialer, QA, and SMS platforms
- Support rollout of new tools
- Ensure effective usage at agent level
- Compliance & Quality Execution
- Ensure adherence to TCPA, FCC, and internal policies
- Drive QA monitoring and remediation plans
- Enforce opt-out and consent management
- Reporting & Insights
- Deliver consistent operational reporting
- Translate data into actionable insights
- Maintain visibility into performance drivers
- Team & Vendor Leadership
- Lead QA, training, and workforce coordination teams
- Manage BPO relationships and accountability
- Reinforce culture of ownership and performance
Benefits
- This position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units.
- This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
251-500 employees
