Director – Contact Center

Position Summary...

The Director, Customer Support Operations will lead the strategy and execution of large-scale customer support operations, ensuring customers receive consistent, high-quality service across channels and at scale. This role is accountable for the organization’s overall service, customer experience, productivity, cost, and operational performance.

You will lead a large organization of customer support leaders and associates and translate business priorities into clear operating goals. The role requires a leader who can develop strong leaders, use data to solve systemic problems, and build an organization capable of delivering results at scale.

What you'll do...

What You’ll do :

• In this role, you will set the operating strategy for Customer Support, establishing priorities, performance standards, and governance mechanisms that align the organization with business and customer needs. You will create the visibility and accountability required to identify issues early and drive timely action.

• You will improve the customer experience and operating model, using customer insights and operational data to identify opportunities across service, quality, resolution effectiveness, and repeat contacts. You will simplify processes, remove friction, and partner across teams to improve the end-to-end customer journey.

• You will influence across organizational boundaries, working with Product, Technology, Finance, People, Workforce Management, and other partners to solve complex customer and business problems. You will also ensure appropriate operational controls and business continuity mechanisms are in place to maintain resilience through periods of change and disruption.

• You will lead transformation across Customer Support, applying automation, AI, analytics, and new operating models to improve customer and associate experiences and increase efficiency. You will partner with Product and Technology to turn emerging capabilities into measurable business outcomes.

• You will own the capacity and economics of the operation, partnering with Workforce Management, Finance, and business teams to align resources with demand and optimize staffing, OPEX, productivity, and cost-to-serve. You will make trade-offs that balance near-term performance with long-term scalability.

• You will build a strong leadership organization, developing senior leaders and people managers while strengthening succession and talent pipelines. You will create an environment of high standards, accountability, engagement, and continuous improvement.


Qualifications:

• 18+ years of professional experience, including 10+ years leading large, multi-layered organizations and developing senior leaders.

• Proven experience leading large-scale customer service, contact center, or customer experience organizations, with accountability for service, quality, productivity, customer experience, and cost, and a track record of delivering measurable improvements across these outcomes.

• Experience leading multi-channel customer support across voice, chat, and digital channels, preferably within a large-scale retail, ecommerce, technology, or consumer business.

• Strong executive communication and stakeholder management skills, with the ability to influence senior leaders and partners across a complex global organization.

• Demonstrated ability to build high-performing organizations, establish scalable operating mechanisms, and lead complex, cross-functional initiatives.

• Experience using data, analytics, AI, automation, and technology-enabled solutions to transform customer operations and improve scalability and efficiency.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years’ experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years’ experience in retail management, business, psychology, counseling, business administration, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Customer service, contact center, service desk, or related area, Managing teams in an operations or production environment, Project Management, Supervisory experience

Primary Location...

Bldg 2 Cumulus Prestige Tech Cloud, , India