Director, Operations

TDS Global Solutions•San Antonio, TX

5h•Hybrid

About The Position

Our client is a global customer experience service provider founded on the principle of putting people first. Their mission is to develop and deliver services that contribute to customer growth, establish an employee-focused environment promoting open communication, involvement, empowerment, and recognition of excellence, and positively impact communities. The client is seeking a results-driven Director of Operations to lead and scale contact center operations within a fast-paced, client-focused BPO environment. This role is responsible for driving operational excellence, delivering client SLAs, and building high-performing teams across multiple programs, channels, and geographies. The ideal candidate brings deep experience in contact center operations, a strong command of performance metrics, and a proven ability to lead large, distributed teams while partnering cross-functionally with clients, sales, HR, and support functions. They will be hands-on with agents daily and have experience building, documenting, and implementing best practices and SOPs to drive operational excellence. The Operational Leader will work closely with executive leadership to implement best practices and standardize processes as the company expands its capabilities.

Requirements

7+ years of experience in a call center or contact center environment, with at least 4 years in a leadership role.
Proven track record managing large-scale operations (500+ FTE preferred) across multiple programs or clients
Deep understanding of contact center KPIs (AHT, CSAT, NPS, QA, FCR, occupancy, shrinkage)
Proven track record in managing enterprise-level clients, ensuring retention, and driving revenue growth.
Expertise in customer care, cloud services, and emerging technologies relevant to the BPO industry.
Exceptional ability to build and maintain executive-level relationships with clients and stakeholders.
Strong business acumen with a strategic mindset, able to identify and act on growth opportunities.
Experience managing global delivery models (onshore/offshore/nearshore)
Strong client-facing experience with executive-level communication skills
Demonstrated success in driving operational improvements and financial performance
Experience with WFM, QA, and reporting/analytics tools

Responsibilities

Serve as the senior point of contact for client relationships, fostering trust, transparency, and long-term partnerships at senior levels.
Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.
Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.
Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.
Identify opportunities for revenue growth, contract expansions, and new service offerings, collaborating with Sales and Business Development teams.
Anticipate client needs, proactively addressing concerns, and mitigating risks before they escalate.
Drive continuous improvement initiatives based on data-driven insights and industry best practices.
Manage escalations, ensuring swift resolution of critical client issues while maintaining a focus on long-term success.
Lead, mentor, and develop a high-performing team of Client Success Managers, fostering a culture of excellence, accountability, and collaboration.
Oversee budget management, forecasting, and resource allocation for client success initiatives.
Represent the client at industry events, conferences, and networking engagements to strengthen brand presence and client relations.