Senior Director, Contact Center

Onbe•Conshohocken, PA

3d•$185,000 - $195,000

About The Position

Onbe, a fast-growing FinTech, bringing innovation to a rapidly growing global marketplace, stands for “on behalf.” Because that’s exactly how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined — as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe! Summary: The Senior Director of Contact Center is a strategic leadership role responsible for driving transformation and operational excellence across our global contact center operations. This position focuses on leveraging automation and artificial intelligence (AI) to enhance customer experience, streamline processes, and optimize costs. The Senior Director will also oversee the management of Business Process Outsourcing (BPO) partnerships, ensuring alignment with organizational goals and best-in-class service delivery.

Requirements

Bachelor’s degree in Business, Operations, Information Technology, or related field; Master’s degree preferred.
10+ years of experience in contact center operations, with at least 5 years in a senior leadership role.
Proven track record in implementing automation and AI technologies within customer service environments.
Extensive experience managing BPO vendors and global teams.
Strong analytical, strategic thinking, and project management skills.
Excellent communication, negotiation, and interpersonal abilities.
Ability to thrive in a fast-paced, dynamic environment with a focus on innovation and continuous improvement.

Nice To Haves

Experience with enterprise contact center platforms (e.g., Genesys, NICE, Five9, Salesforce Service Cloud).
Knowledge of RPA (Robotic Process Automation), machine learning, and conversational AI technologies.
Certification in Lean, Six Sigma, or similar process improvement methodologies.
Global operational experience and multicultural team leadership.

Responsibilities

Contact Center Strategy: Develop and execute a comprehensive contact center strategy with a focus on digital transformation, automation, and AI-driven solutions.
Automation & AI Implementation: Lead initiatives to identify, implement, and scale automation technologies and AI applications (chatbots, virtual agents, predictive analytics) that improve efficiency, reduce costs, and enhance customer satisfaction.
BPO Management: Oversee global BPO vendor relationships, including contract negotiations, performance management, and compliance. Ensure partners meet SLAs and deliver superior customer experiences.
Operational Excellence: Establish and monitor performance metrics, KPIs, and reporting frameworks to drive continuous improvement across contact center operations.
Team Leadership & Development: Build, mentor, and lead high-performing teams, fostering a culture of innovation, accountability, and customer-centricity.
Stakeholder Collaboration: Partner with IT, Customer Experience, Product, and other cross-functional teams to deliver integrated solutions and support strategic initiatives.
Budget & Financial Management: Manage operational budgets and identify opportunities for cost optimization through technology and process improvements.
Risk & Compliance: Ensure all contact center operations and BPO engagements comply with regulatory requirements, data privacy standards, and company policies.