Senior Director, Servicing Operations
$167,000–$209,000 year
Remote
Job Summary
Set the 3-year vision and strategy for customer-facing servicing and back office fulfillment, building the roadmap largely independently. Own daily operations by keeping resolution speed, quality scores, cost, efficiency, and associate engagement on target, deploying remediation plans immediately when metrics slip. Build and lead a team of in-house staff and contact center partners, fostering trust and growth across both groups. Serve as the primary strategic advisor to the SVP and senior leaders on the future direction of servicing. This role requires 10+ years leading contact center or back office servicing operations in a regulated financial services or fintech environment, with experience managing in-house teams and third-party sites. You must have a track record of building strategy and fixing problems fast, supported by strong influence skills to gain buy-in from frontline agents to executives. Travel for in-person collaboration approximately 4-6 times per year.
Required Qualifications
- 10+ years leading contact center or back office servicing operations, including managing in-house teams and holding third-party or outsourced sites accountable to service levels
- 10+ years of people management experience, including managing other managers and developing them to grow their own teams
- Experience in a regulated financial services or fintech environment, where you understand how compliance and complaint-handling requirements shape service operations
- A track record of building strategy for a service or operations function
- A track record of hitting operational targets and fixing problems fast when something slips
- Strong influence and communication skills, built from getting buy-in with frontline agents to executives and everyone in between
- Ability to travel for in-person team collaboration (~4-6 times per year) and to visit contact center sites as needed
Desired Qualifications
- You've built a strategy without a template to follow
- You've led work that reached beyond your own team to move something company-wide
- You build real trust with the people on your team, whether they're on your in-house remote team or work for an outsourcing partner
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