About the Opportunity
A leading global organization is seeking an experienced Associate Director, Customer Operations to lead large-scale customer service and operational teams supporting a complex and highly regulated environment. This role is responsible for driving operational excellence, delivering exceptional customer experiences, leading high-performing teams, and executing strategic transformation initiatives that improve service delivery and business outcomes.
The successful candidate will be a collaborative leader with strong operational expertise, a passion for customer advocacy, and a proven track record of leading large, multi-functional teams in a fast-paced environment.
Key Responsibilities
Operational Leadership
- Lead multiple customer service and operational support teams across various business functions.
- Drive performance against service, quality, productivity, customer experience, and financial objectives.
- Establish operational priorities, performance metrics, and strategic goals aligned with business objectives.
- Analyze operational performance trends and implement solutions to improve outcomes.
- Ensure consistent execution of service delivery standards and operational best practices.
Customer Experience
- Promote a customer-centric culture focused on delivering seamless and meaningful experiences.
- Leverage customer feedback, satisfaction data, and operational insights to drive service improvements.
- Lead initiatives that enhance customer satisfaction, reduce effort, and improve resolution outcomes.
Talent Development
- Lead, coach, and develop leaders and managers to build high-performing teams.
- Foster an inclusive, engaging, and accountable work environment.
- Support succession planning, leadership development, and employee retention initiatives.
- Encourage continuous learning and professional growth.
Business Transformation
- Partner with senior leadership to execute strategic priorities and operational initiatives.
- Lead transformation efforts involving process optimization, digital adoption, automation, and emerging technologies.
- Identify opportunities to improve efficiency, scalability, and customer outcomes.
Stakeholder Management
- Collaborate with cross-functional partners including Operations, Quality, Workforce Planning, Learning & Development, Technology, Compliance, and Business Leadership teams.
- Support readiness activities for new programs, system enhancements, and business initiatives.
- Influence stakeholders to drive continuous improvement across the customer journey.
Analytics & Performance Management
- Utilize operational and customer data to identify trends, risks, and improvement opportunities.
- Develop and present executive-level business reviews, performance reports, and strategic recommendations.
- Drive data-informed decision-making and operational excellence.
Risk & Compliance
- Ensure adherence to company policies, industry regulations, and service standards.
- Support governance, audit readiness, and risk management initiatives.
- Maintain awareness of regulatory and operational requirements relevant to the business.
Qualifications
Required
- Bachelor's degree or equivalent combination of education and experience.
- 8+ years of customer service, contact center, healthcare operations, or related leadership experience.
- 5+ years of people leadership experience managing leaders and large-scale teams.
- Significant experience leading customer service, contact center, operations, or service delivery functions.
- Proven people leadership experience managing leaders and large-scale teams.
- Experience leading performance in a high-volume, metrics-driven environment.
- Strong analytical, business acumen, and problem-solving skills.
- Demonstrated ability to influence senior leaders and collaborate across complex organizations.
- Excellent communication, presentation, and stakeholder management skills.
- Experience leading large-scale operational improvement or transformation initiatives.
Preferred
- Experience within highly regulated industries such as healthcare, financial services, insurance, telecommunications, or related sectors.
- Experience supporting multiple customer segments, products, or business lines.
- Lean Six Sigma, PMP, Agile, or other process improvement certifications.
- Exposure to digital customer service strategies, automation, artificial intelligence, chat, and self-service technologies.
- Experience managing geographically dispersed or multi-site operations.
Why Consider This Opportunity
This is an opportunity to join a respected global organization committed to delivering exceptional customer experiences while driving innovation, operational excellence, and meaningful business impact. The role offers significant leadership exposure, strategic influence, and the ability to shape the future of customer operations within a large-scale enterprise environment.
