- Remote, United States
- Remote
- Full-time · Senior
- $122K–$132K per year
- 6–8 years
Leadership role responsible for driving operational excellence across internal and external CX operations, focusing on SLA delivery, workforce readiness, BPO performance, and continuous improvement.
Compensation
This role's base salary range is between $121,500 and $131,500.
Responsibilities
- Establishishes a culture of individual and team accountability by setting clear expectations, tracking and reporting progress, and driving results through data-driven decision making.
- Develop and execute innovative strategies to meet and exceed all internal operational metrics, including SLAs, CSAT, NPS, and other KPIs.
- Support the oversight and implementation of robust fraud prevention, customer protection, and compliance strategies.
- Support the design, management and implementation of comprehensive, real-time reporting systems.
- Utilize data analytics to translate insights into strategic recommendations for CX, product, and executive leadership.
Requirements
- Nice to have: PMP
- Nice to have: Lean
- Nice to have: Six Sigma
- Nice to have: reputation management tools
- Nice to have: TrustPilot