Director of CX Operations

Role overview

Lead the operating engine for a fast-moving, event-driven customer support organization. The role combines workforce planning, vendor management, team leadership, cost ownership, and operational improvement across an in-house support group and external partners. Success means maintaining reliable coverage during both normal demand and sharp surges tied to major live events.

Responsibilities

- Hire, manage, and develop the internal team handling complex or sensitive customer interactions. - Own outsourced support relationships, including partner selection, contracts, service levels, performance reviews, and escalations. - Forecast contact volume, design coverage across time zones, and manage scheduling, adherence, shrinkage, and real-time staffing. - Decide when to use internal capacity or external partners, while maintaining efficient cost and service trade-offs. - Build surge plans for high-volume events and keep operations prepared for rapid changes in demand. - Monitor service levels, occupancy, cost per contact, response times, resolution times, and other operating metrics.

Requirements

- At least 7 years in support operations, workforce management, or BPO/vendor management. - Direct experience running blended internal and outsourced support operations, ideally in a 24/7 or near-24/7 environment. - Strong knowledge of forecasting, scheduling, real-time management, adherence, and shrinkage. - Experience owning vendor contracts, service levels, performance management, and escalation processes. - Comfort managing support budgets and making build-versus-buy or internal-versus-vendor decisions. - Fluency with dashboards, workforce-management systems, ticketing platforms, and quality tools; strong data-based decision making is essential.

Nice to have

- Experience scaling an internal team alongside an external BPO. - Background in fintech, trading, gaming, marketplaces, sportsbooks, or another business with volatile, time-sensitive demand.

Benefits and work setup

- Base salary of $300,000–$400,000 annually, plus equity and benefits. - Unlimited paid time off, health, vision, and dental coverage, retirement-plan matching, and membership benefits. - New laptop, display, and accessories provided.