About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.
The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.
As Senior Director of Operations, You Will…
- Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
- Motivate and inspires teams, while building trusting relationships throughout the organization
- Address attrition driven issues, through continuous focus groups, communication outlets with all site employees
- Collaborate with various departments and leaders in the development and implementation of strategic plans
- Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials
- Develop and execute motivational incentives (Employee Experience) to assist in site retention goals
- Support and drive the IntouchCX culture within the team at our campuses
- Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations
- Maintain close auditing cadence through reporting, observations, and personal contact
As Senior Director of Operations, You Have…
- Minimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility
- Previous experience in business process outsourcing is required
- Post-secondary diploma or degree with a major in Business
- 5 years of client relationship management
- Experience in analyzing and influencing P&L statements and performing cost analysis
- Excellent communication skills
- Excellent organizational and time management skills
- Client relationship management experience
- Ability to handle multiple priorities simultaneously
- Experience with maintaining and developing operational statistics, financial management information, and results reporting
- Proven tactical and strategic management skills
- Ability to take initiative, make decisions and propose strategies and solutions
- Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries
- Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)
Skills Required
- Minimum 7–9 years of contact center senior leadership experience
- Experience managing cross-functional teams or groups
- Full P&L responsibility
- Previous business process outsourcing experience
- Post-secondary diploma or degree with a major in Business
- Five years of client relationship management experience
- Experience analyzing and influencing P&L statements
- Cost analysis experience
- Excellent communication skills
- Excellent organizational and time management skills
- Ability to handle multiple priorities simultaneously
- Experience maintaining and developing operational statistics
- Experience with financial management information and results reporting
- Proven tactical and strategic management skills
- Ability to take initiative, make decisions, and propose strategies and solutions
- Ability to work autonomously and with international leaders, peers, and clients
- Ability to meet program and internal business KPIs, including absenteeism and attrition metrics
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
