**Join the careerzynith Team and Unlock Your Potential**
At careerzynith, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Senior Director, Customer Operations Support, you'll play a pivotal role in shaping our customer operations strategy, driving process improvements, and ensuring the highest level of security compliance. If you're a seasoned leader with a passion for innovation and a drive to succeed, we want to hear from you.
**About careerzynith**
careerzynith is a leading provider of innovative solutions that empower businesses to thrive in a rapidly changing world. Our commitment to excellence, customer satisfaction, and employee development sets us apart from the competition. We're proud to be an equal opportunity employer, celebrating our employees' differences and fostering a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.
**Role Snapshot**
* **Position:** Senior Director, Customer Operations Support
* **Company:** careerzynith
* **Compensation:** A competitive salary and comprehensive benefits package
* **Start Date:** Immediate openings available
* **Location:** Remote with a minimum of 8 assigned office days per month
**Job Summary**
As a Senior Director, Customer Operations Support, you'll lead a team of professionals in the CS Operations Partner Development department, providing strategic recommendations to Senior Leadership on key business decisions and objectives. You'll be responsible for executing on the outsource contract strategy, performing market analysis, and leading project teams to optimize workforce distribution, including new site launches, work movements, and closures. Additionally, you'll oversee the invoice team, ensuring timely processing and auditing of partner invoices, identifying cost-saving opportunities, and managing global clearance procedures.
**Key Responsibilities**
* Collaborate cross-functionally on various projects and initiatives in a matrix environment
* Present ideas and complex information to various levels, including C-suite, effectively
* Communicate Scale & Impact of risk items to projects and execute mitigations
* Be accountable for transformational cost savings of $5-10M annually via process improvements
* Develop and draft external-facing documentation, ensuring adherence to all relevant legal and compliance standards
* Act as a strategic advisor to the executive team on operational discipline to facilitate growth and scaling of organizational functions
* Drive continuous improvement of our global customer service technology ecosystem through strategic tool recommendations
* Ensure VCG Security Compliance by coordinating timely mitigation of security findings and managing global clearance procedures
* Manage the invoice team to ensure timely processing and auditing of partner invoices, identifying cost-saving opportunities
* Lead a project team to optimize workforce distribution, including new site launches, work movements, and closures
* Oversee and manage the outsource contract strategy, including market analysis and vendor selection
**Essential Qualifications**
* Bachelor's degree or equivalent years of experience
* 8+ years of relevant experience
* 5+ years of people management and leadership experience
* Experience leading organizations of 50 employees or more
* Experience with outsourcing and vendor management
* Strong financial acumen and experience managing budgets
* Experience in Customer Facing Telecommunications (e.g., customer service, tech support, social media, messaging)
* Proven track record of engagement and influence with all levels of the organization, including senior VPs
* Process Improvement/Innovation/Project Management
* Flexibility to work nights and/or weekends and holidays per business needs
* Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution
**Preferred Qualifications**
* Operations background is a plus
* Experience with Google Office Suite
* Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely
* Demonstrated organizational, interpersonal, and negotiation skills
* Experience collaborating across different functional areas
* The ability to thrive in a fast-paced, dynamic work environment
* Agile Certification
* Ability to travel internationally and domestically, per business needs (25%-50%)
**What We Offer**
* A competitive salary and comprehensive benefits package
* Opportunities for career growth and professional development
* A collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging
* A dynamic and fast-paced work environment that challenges you to innovate and excel
* A chance to make a meaningful impact on our customers and the industry
**How to Apply**
If you're a motivated and experienced leader with a passion for innovation and customer excellence, we want to hear from you. Please submit your application today, and join the careerzynith team in shaping the future of customer operations.
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**Equal Employment Opportunity**
careerzynith is an equal opportunity employer, celebrating our employees' differences and fostering a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We're committed to a diverse and inclusive workplace, and we welcome applications from qualified candidates of all backgrounds.