Director, Contact Centre Operations

This role is responsible for executing an outsourcing strategy to deliver best in class fast, frictionless, reliable, and high-quality client experiences to our clients at scale through BPO (Business Process Outsourcing) partner(s). This includes leading the strategic development and scaling of our Level 1 BPO teams, fostering continuous improvement, managing rapid change, and transforming them into an operationally excellent team. As a key member of the Client Experience Operations (CXO) leadership team, you will report to the Vice President, CXO. In this role you'll:* Lead the strategic development, evolution, and scaling of our Level 1 CX teams at our BPO partner(s) to transform them into a world-class client experience function for our clients. * Define what we need to be successful at our BPO teams across all facets (processes and workflows, tools, systems, training, change management, workforce management, culture…) to cultivate a best-in-class client experience operation. * Partner with all our internal and BPO teams to build what is required to deliver on our goals. * Define fit-for-purpose and ambitious performance, quality and customer satisfaction goals, and hold our BPO partner(s) accountable for achieving them. * Manage a high performing internal team who will partner with internal and BPO leadership in the day-to-day management, ensuring continuous feedback loops and supporting escalation pathways. * Drive a culture of operational excellence and continuous improvement, both with our internal teams and BPO partners. * Ensure that outsourced partner(s) embody and amplify the company’s brand, values, and standards in every client interaction.