Senior Director of Operations

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:
The Senior Director - Operations oversees the daily leadership of a team of Operations Managers, ensuring the achievement of client deliverables through high-performing teams. Acting as both a coach and leader, the Senior Director holds the team accountable for meeting or exceeding the performance standards set by Everise and the client. This role also involves substantial client-facing responsibilities, fostering strong partnerships and alignment with client expectations.

Job Requirements:

• Promote and uphold Everise's culture and values.

• Support staff engagement activities and mid-management leadership development.

• Manage performance by cluster, prioritizing resources and functional team focus based on account needs.

• Guide and support Directors on account strategy through enterprise and weekly calls.

• Drive necessary changes or improvements to achieve client and investor KPIs.

• Ensure staffing plans are met by monitoring performance and fostering client relationships through CS.

• Analyze local and international financials, recommending optimization plans.

• Deliver revenue, DM, GM, and EBITDA targets per cluster and account.

• Achieve and exceed client performance expectations, ranking at the top among vendor partners.

• Expand wallet share of existing business and promote Everise’s capabilities to secure additional business per brand.

• Assist in sales efforts and participate in client visits.

• Deliver client-promised performance while identifying and implementing best practices to benefit both client and investor KPIs.

• Attend client meetings, including monthly and quarterly business reviews, to review priorities with CS.

• Coach and mentor teams to ensure clients receive the best possible experience, partnering with functional teams for innovation and growth.

• Oversee staffing, budget allocation, and direct labor cost management per program.

• Communicate risks and opportunities across the enterprise.

• Participate in weekly ExCom meetings and execute action items for operations.

• Lead and manage multiple projects and tasks, ensuring successful completion.

Attitude & Attributes:

• Highly organized with a professional demeanor and strong teamwork abilities.

• Demonstrates analytical and critical thinking skills.

• Process-driven with a focus on achieving results.

• Possesses proven leadership capabilities.

• Skilled in multitasking and adaptable to flexible work schedules.

• Track record of loyalty and growth with previous employers, indicating long-term commitment.

Knowledge:

• Bachelor’s Degree in any field.

• At least 10 years of experience in a BPO/call center environment.

• Minimum of 2 years in a senior leadership role.

• Strong BPO financial expertise.

• Six Sigma or statistical expertise (preferred).

• Proven experience in client handling or client management.

• Excellent business presentation skills.

• Demonstrated project management skills (certification is a plus but not required).

• Effective people management skills with a track record of delivering results.

• Expertise in risk mitigation and management with proven outcomes.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.