Director of Operations
Confidential, San Antonio, TX, United States
Senior Site Leader – Contact Center Operations
A well-established customer experience organization is seeking a senior-level operations leader to oversee a large-scale contact center site. This individual will be responsible for full site performance, executive partnership, client satisfaction, and operational execution. The role requires a strategic operator who can translate corporate objectives into measurable results while maintaining a strong people-first culture.
Position Overview
This leader will assume full accountability for site-level operations, partnering with executive stakeholders and functional leaders to ensure alignment with broader organizational goals. The role carries responsibility for operational performance, financial outcomes, compliance standards, and long-term strategic planning.
Core Areas of Responsibility
Executive & Strategic Alignment Partner with senior leadership and functional heads (HR, Talent Acquisition, Finance, etc.) to align operational priorities with enterprise objectives. Develop and execute site-level strategic plans that support growth, efficiency, and client retention. Operational Oversight Direct all day-to-day contact center operations, ensuring service delivery standards are met or exceeded. Establish performance expectations and accountability measures across leadership teams. Client Partnership & Experience Act as a senior escalation point and executive liaison for key client relationships. Maintain high levels of client satisfaction through proactive communication and performance transparency. Leadership & Culture Provide oversight to managers, supervisors, and frontline teams within a multi-layered organizational structure. Build a culture focused on accountability, development, engagement, and continuous improvement. Performance & Analytics Evaluate operational metrics and KPIs to drive decision-making and identify performance trends. Implement initiatives that improve productivity, quality, and service outcomes. Financial & Resource Management Oversee budgetary performance and resource allocation. Ensure financial targets are achieved while maintaining service quality and operational stability. Governance & Risk Mitigation Ensure adherence to regulatory requirements and internal policies. Identify and mitigate operational risks through structured controls and oversight. Process Optimization Champion continuous improvement initiatives that enhance workflow efficiency and service delivery. Introduce best practices and scalable operational frameworks.
Candidate Profile
The ideal candidate will bring: A bachelor’s degree in Business, Management, or a related discipline (or equivalent senior leadership experience). 8–10+ years of progressive leadership experience within a contact center, BPO, or large-scale service operation. Demonstrated success managing large teams and complex client relationships. Strong financial and operational acumen, including KPI management and workforce strategy. Exceptional executive presence, communication skills, and cross-functional collaboration capability.
A well-established customer experience organization is seeking a senior-level operations leader to oversee a large-scale contact center site. This individual will be responsible for full site performance, executive partnership, client satisfaction, and operational execution. The role requires a strategic operator who can translate corporate objectives into measurable results while maintaining a strong people-first culture.
Position Overview
This leader will assume full accountability for site-level operations, partnering with executive stakeholders and functional leaders to ensure alignment with broader organizational goals. The role carries responsibility for operational performance, financial outcomes, compliance standards, and long-term strategic planning.
Core Areas of Responsibility
Executive & Strategic Alignment Partner with senior leadership and functional heads (HR, Talent Acquisition, Finance, etc.) to align operational priorities with enterprise objectives. Develop and execute site-level strategic plans that support growth, efficiency, and client retention. Operational Oversight Direct all day-to-day contact center operations, ensuring service delivery standards are met or exceeded. Establish performance expectations and accountability measures across leadership teams. Client Partnership & Experience Act as a senior escalation point and executive liaison for key client relationships. Maintain high levels of client satisfaction through proactive communication and performance transparency. Leadership & Culture Provide oversight to managers, supervisors, and frontline teams within a multi-layered organizational structure. Build a culture focused on accountability, development, engagement, and continuous improvement. Performance & Analytics Evaluate operational metrics and KPIs to drive decision-making and identify performance trends. Implement initiatives that improve productivity, quality, and service outcomes. Financial & Resource Management Oversee budgetary performance and resource allocation. Ensure financial targets are achieved while maintaining service quality and operational stability. Governance & Risk Mitigation Ensure adherence to regulatory requirements and internal policies. Identify and mitigate operational risks through structured controls and oversight. Process Optimization Champion continuous improvement initiatives that enhance workflow efficiency and service delivery. Introduce best practices and scalable operational frameworks.
Candidate Profile
The ideal candidate will bring: A bachelor’s degree in Business, Management, or a related discipline (or equivalent senior leadership experience). 8–10+ years of progressive leadership experience within a contact center, BPO, or large-scale service operation. Demonstrated success managing large teams and complex client relationships. Strong financial and operational acumen, including KPI management and workforce strategy. Exceptional executive presence, communication skills, and cross-functional collaboration capability.