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Senior Director
Support
Confirmed live in the last 24 hours
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • Bachelor's Degree in Business, Operations, or related field
  • 8+ years of business leadership experience, with progressively more senior leadership roles
  • Strong empathetic leadership skills, with demonstrated success in hiring, developing and promoting top talent, building a culture that prioritizes diversity, equity, and inclusion and having an unapologetic focus on employee well-being and engagement
  • 4+ years of experience in strategic planning and direct management of large-scale contact center operations in a mixed internal/outsourced, virtual/physical, and hourly/salary environment
  • Strong analytical capabilities with a passion for leveraging data to help inform decisions
  • Extensive experience with a variety of support delivery models
  • Comfortable working at the senior executive level and in a matrixed organization, with proven ability to influence and drive consensus across a complex stakeholder network
  • Exhibit excellent judgment and high standards for results
  • Deep strategic thinker, but can stay on top of tactical execution
  • Passion for invention; expect and require innovation from the team(s)
  • Strong experience directly managing operations with accountability for frontline teams and daily operational KPIs
Responsibilities
  • Create and maintain an operational philosophy that drives a relentless focus on defect elimination, provides helpful, intuitive, and smart self-help and automation services, and delivers an efficient and optimized human interaction with bar-raising quality, efficiency and cost
  • Continue to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities
  • Manage potential vendor procurement activities, due diligence, location selection, commercial terms and negotiation, incentive models, risk and compliance protocols, service delivery, and relationship management
  • Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and driver partner relationship management, contact routing, program management, trust and safety, and quality assurance
  • Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams' efforts
  • Provide thought leadership, mentorship, and coaching to help develop and grow the next generation of leaders across Veho. Contribute to the growth, improvement, and innovation of Support
Veho

501-1,000 employees

End-to-end delivery service
Company Overview
Veho's mission is to make the delivery and returns experience extraordinary. Veho is an end-to-end delivery service that puts customer experience in the center through a network of professional and qualified flexible drivers, powered by proprietary technology, allowing any brand to delight customers like never before.
Benefits
  • Competitive salary
  • Medical, dental, & vision
  • Equity
  • Work from anywhere
Company Core Values
  • Ownership
  • Team success
  • Candor
  • Human