Director of Contact Center Operations
Care
Posted on 2/7/2024
FreedomCare

501-1,000 employees

Social Impact

Company Stage

Pre-seed

Total Funding

$75K

Founded

2016

Headquarters

North New Hyde Park, New York

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

3%
Locations
Manhasset, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
CategoriesNew
Operations & Logistics
Requirements
  • Bachelor's or master's degree in Operations Management, Logistics, Business management and/or related fields
  • 7+ years of relevant customer experience operations experience, including leadership/management experience
  • Relevant experience in an energetic, fast-paced environment with a high degree of autonomy, ambiguity, and accountability
  • Lean Six Sigma Black Belt or related training
  • Strong business acumen
  • Ability to operate within a cross-functional collaborative environment
  • Proven, hands-on leader with a passion for operational excellence
Responsibilities
  • Build, refine and simplify complex operational systems
  • Lead operational reviews to identify bottlenecks and understand the business environment
  • Drive long-term strategic planning and operational initiatives
  • Continually drive process improvement initiatives across workflows, policies and tools
  • Conceptualize, design and execute solutions to ensure that prioritized initiatives are deployed and adjusted as projects develop
  • Lead the development and execution of improved customer experience Net Promoter Scores, Key Performance Indicators as well as other targets
  • Successfully hire and lead customer experience leaders within a distributed workforce
  • Champion the FreedomCare culture and leadership qualities to foster a supportive and inclusive work environment
  • Develop a high performing team as a servant leader through coaching, mentoring and goal setting
Desired Qualifications
  • Master's degree in Operations Management, Logistics, Business management or related fields
  • Experience in driving incredible levels of customer delight and value creation
  • Experience in utilizing industry-leading technology and data science
  • Innovative customer operations expert with a strong customer-centric mindset