The responsibility of the Director of Customer Operations is to lead the design, development, and execution of all learning and development programs along with the deployment and optimization of contact center technology. Additional responsibilities include, but are not limited to building and leading a quality program, workforce management (WFM), capacity planning, and working closely with our product team to drive platform improvements. Qualified candidates will possess extensive experience in contact center technologies, training, and quality leadership of a customer-centric team.

  • Work collaboratively with operations leadership and internal stakeholders to develop an integrated learning & development strategy that develops team members in support of the current business strategy and long-term vision of the organization.

  • Deploy a wide variety of training methods including mentoring, coaching, on-the-job, or in-classroom/virtual training, e-learning, workshops, and simulations.

  • Establish and implement new processes to ensure consistency across all learning experiences.

  • Partner with business units across the organization to identify the desired business outcomes, develop engaging and effortless learning experiences to achieve outcomes, and measure the results.

  • Lead the design, development, and deployment of development programs and ensure that all agents receive the development and education they need to drive the business and be successful in their current and future roles.

  • Coach and develop a team of WFM, training, technology, and QA professionals and structure the department to ensure appropriate capacity to support business demands.

  • Assist in the development and implementation of uniformed training curriculums

  • Assures that all educational technologies are utilized to maximum effectiveness.

  • Overseas the development and maintenance of accurate training records

  • Overseas and assists in a unified approach to orientation and training

  • Performs Quality Assurance of transactions (phone, manual and electronic inputs) ensuring regulatory and service requirements individually and from an end-to-end process, perspective is maintained - with statistically valid sampling.

  • Works with external and internal clients to ensure the successful development, implementation, and maintenance of all quality controls and service expectations. Provides quality results at an individual, team, and department level.

  • Responsible for monthly, quarterly, and annual quality reviews. Provides detailed reporting to Operations Leadership along with recommendations for training and quality improvements.

  • Leads and shapes the development of Audit standards including monitoring systems and processes

  • Ensures quality levels meet the needs of all internal and external clients with an emphasis on process, quality, and financial control.

  • Completes and conducts Quality Systems effectiveness reviews and analysis.

  • Other duties as assigned by Executive Leadership

    Job Requirements:

  • 8-10 years of experience in the contact center operations field

  • 4+ years of management experience

  • Experience in a growth-focused organization

  • Experience working in a two-sided marketplace or in a franchise environment

  • Demonstrates excellent project management and consulting skills in the management of large-scale training programs and projects

  • Strong written and verbal communication skills

  • Strong organizational and leadership skills.

  • Ability to work well with others, manage resources wisely, and effectively communicate with individuals.

  • Strong analytical and software skills particularly as it relates to training

  • Knowledge of Learning Management Systems preferred.

  • IT Vendor Management to include management of KPI's, development teams, and overall governance.

  • Minimum of 5 years' experience Mission Critical Operations in a Globally Distributed environment, managing a 24/7/365 technical operations group in a large, complex application environment supporting a high volume

  • Experience should include Supporting Call Center Operations in the following:

  • CRM Software (i.e. Pega, Oracle, Salesforce, etc…)

  • Agent Desktop

  • Software Development Life Cycle

  • IVR Technologies

  • Call Routing

  • Agent Efficiency and Call Outcome Reporting

  • Requires on-call responsibilities on a monthly rotation schedule

  • Responsible for the Operational support of Outdoorsy's complex Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, Workforce Management, technology for user-facing Chat, plus real-time and historical reporting systems.

  • Responsible for maintenance, releases, and upgrades to all call center technology and support tools (e.g. scripts), reports, etc.

  • Works with IT Operations as part of a bigger team with Outdoorsy's application owners,  Data Modeling Engineers, Developers, Business Process Analysts and Managers, Marketing personnel, Systems Integration personnel, Project Managers, Vendor partners, etc.

  • Manage program and project portfolio for assigned vendors and projects, including determining the scope of work, prioritization and use repeatable methodology and processes

  • Responsible for maintaining the Continuous Process and Operational Improvements into various systems at Outdoorsy through actions such as working on support KPI's, SLA's and metrics reporting (such as creating methodologies, templates, and process improvements)

  • Working as an effective leader and team member to complete project components and assignment tasks, and other duties as assigned.

General Skills:

  • Good public speaking and presentation skills

  • Interpersonal skills and ability to interact and work with staff at all levels

  • Conveys a sense of urgency and drives issues to closure, follows through on and meets commitments

  • Excellent written and oral communication skills

  • Ability to work independently and in a team environment

  • Ability to pay attention to details and be organized

  • Ability to project a professional image over the phone and in-person

  • Commitment to "internal client" and customer service principles

  • Ability to handle multiple tasks in a fast-paced environment

  • Willingness to take initiative and to follow through on projects

  • Must have legal right to work in the United States

Technical Skills:

  • Knowledge of SDLC methodologies

  • Configuration Management experience

  • Thorough knowledge of spreadsheets and modern reporting tools (example: Tableau)

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