Leader – Family Care Operations

About the Role

Success Academy is seeking a highly motivated and experienced leader to serve as the executive owner of our offshore vendor-run contact center, spanning both inbound service and outbound sales/retention functions. This is a strategic leadership role: the Director sets the multi-year vision and operating strategy for the program, owns the P&L, and represents Family Care performance to senior/executive leadership — while also driving the same hands-on accountability for workforce planning, budget management, training and knowledge management, quality assurance, and reporting/analytics to ensure we’re providing excellent service to our families. 

The ideal candidate operates comfortably at both altitudes: shaping enterprise-level strategy and stakeholder relationships, and staying close enough to the operational detail to hold a vendor accountable day-to-day. They are equally fluent in service excellence and sales methodology, skilled at managing through a vendor as well as managing direct local staff, and able to translate data into forecasts, budgets, and long-range strategic decisions.

You are comfortable navigating ambiguity, building systems from scratch, and moving complex work forward quickly across functions — without waiting for perfect conditions. This individual will play a critical role in shaping and delivering exceptional experiences for our families at a rapidly growing organization already operating at substantial scale.

Key Responsibilities

Strategic Leadership

• Own the multi-year strategic roadmap for the Family Care contact center program — channel strategy, capacity planning, technology investment, and vendor strategy — and secure executive leadership buy-in and investment.

• Serve as the executive-level voice of Family Care operations in cross-functional forums, aligning the program with company-wide goals for growth, retention, and customer experience.

• Own the program's P&L: full accountability for revenue/retention outcomes (outbound), cost-to-serve (inbound), and overall ROI of the partnership.

• Lead contract strategy — renewals, renegotiation, pricing models, and potential expansion or consolidation of partners — in partnership with Legal/Procurement.

• Build the business case and roadmap for new capabilities and volume prevention/reduction (e.g., AI/automation, self-service, new channels) that significantly improves the family experience.
   

Vendor Relationship Management

• Serve as the primary point of accountability for the offshore partner's performance across inbound and outbound lines of business.

• Manage the relationship, including contract performance, SLAs/KPIs, escalations, and governance cadence (daily/weekly/monthly business reviews, plus executive/quarterly business reviews).

• Hold the partner accountable to SLAs, sales/conversion targets, quality standards, and cost commitments.

• Act as the final escalation point for operational issues that vendor and internal team cannot resolve independently.

Workforce Management

• Own long-term forecasting (LTF) and short-term forecasting (STF) of contact volume across inbound and outbound channels.

• Partner with the vendor's WFM team on staffing plans, scheduling, shrinkage, and intraday management to meet service levels and cost targets.

• Build and own the annual operating budget for the program; track actuals vs. budget and forecast variance, and report on budget health to finance/executive leadership.

• Model staffing scenarios for seasonality, campaign launches, and volume spikes (inbound) or outbound pushes.

Training & Knowledge Management

• Set the training strategy and curriculum standards for new hire onboarding, ongoing skill development, and cross-training between inbound and outbound functions.

• Own the knowledge management strategy — ensuring the knowledge base, scripts, playbooks, and process documentation stay current, accurate, and scalable.

• Partner with the vendor's training team to certify agents on service standards and sales/persuasion techniques.

Quality Assurance

• Define and own the QA framework, scorecards, and calibration process across inbound (service quality, resolution, empathy) and outbound (compliance, sales technique, persuasion effectiveness).

• Lead regular calibration sessions with the vendor's QA team to ensure consistent scoring standards.

• Use QA insights to drive coaching priorities, process improvements, and, where needed, structural changes to the program.

Reporting & Analytics

• Own the reporting infrastructure and KPI framework: service level, AHT, FCR, CSAT/NPS, conversion rate, sales per hour, cost per contact, occupancy, attrition, and more.

• Deliver regular performance readouts to executive leadership, translating data into actionable insights, risks, and strategic recommendations.

• Identify trends, root causes of performance and process gaps, and opportunities for improvement, and drive change FAST to significantly improve the family experience.

Sales & Service Leadership

• Bring deep expertise in outbound sales/persuasion methodology (e.g., objection handling, closing techniques, script optimization) to drive conversion and revenue outcomes.

• Bring equally deep expertise in inbound service excellence (empathy-driven service, de-escalation, first-contact resolution) to protect customer satisfaction and retention.

• Set the strategic balance of resourcing and investment across both functions based on enterprise priorities, and adjust that balance as business needs evolve.

People & Stakeholder Leadership

• Build and lead any internal team supporting the program (e.g., WFM analysts, QA specialists, vendor managers), setting goals and developing talent.

• Build trusted relationships with senior stakeholders across the organization to ensure the Family Care strategy is understood and supported at the leadership level.

• Represent the program in executive-level updates as needed.

Required Qualifications

• 10+ years of progressive experience in call center/contact center operations, with substantial exposure to both inbound service and outbound sales.

• 5+ years managing or owning an outsourced/offshore BPO vendor relationship at a strategic level (contract negotiation, executive governance).

• Demonstrated experience owning workforce management (forecasting, staffing, budgeting) and full P&L for a contact center operation of significant scale.

• Experience building and running QA programs across service and sales functions.

• Track record of presenting performance data and strategic recommendations to executive leadership or boards, and influencing enterprise-level decisions.

• People leadership experience, including managing managers or analysts.

Preferred Qualifications

• Experience managing a blended inbound/outbound program of comparable or larger size.

• MBA or equivalent advanced degree.

• Six Sigma/process improvement certification.

Expected Skills

• Strong quantitative/analytical skills; comfortable building forecasts, budgets, and performance dashboards, and translating them into strategic narrative.

• Deep knowledge of contact center KPIs and WFM principles (LTF/STF, shrinkage, occupancy, SLA modeling).

• Proven sales/persuasion acumen and coaching ability for outbound teams.

• Proven service excellence, orientation, and coaching ability for inbound teams.

• Strong vendor management and contract negotiation skills, including experience navigating timezone and cultural differences with offshore teams.

• Executive-level communication and presence; able to operate confidently with senior leadership and translate operational detail into strategy.

• Proficiency with contact center platforms, WFM tools, and reporting/BI tools.