Director of CX Operations

📋 Description

• Hire, manage, and develop in-house Agents Plus team
• Own relationship with outsourced support partners end to end (sourcing, contracting, performance
• Forecast volume, build shift and coverage models across time zones, staff to demand, manage
• Decide when to flex vendor headcount vs. in-house capacity, build surge playbooks for high-profile
• Own operational metrics — SLAs, occupancy, shrinkage, cost-per-contact, response and resolution time
• Spot operational friction and fix it before it becomes a pattern

🎯 Requirements

• 7+ years in support operations, workforce management, or BPO/vendor management
• Hands-on experience running workforce management for 24/7 operation
• Track record of directly owning a BPO relationship
• Comfortable owning a budget or cost model for support operations
• Tool-native and data-comfortable with dashboards, WFM software, ticketing/QA platforms
• Experience in variable, spiky-volume environment (fintech, trading, gaming, marketplaces)

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Equinox membership
• Hardware setup: new MacBook Pro, big display, & accessories