Director of Resolution & Recovery Operations - Remote

Overview

As a Director, Resolution & Recovery Operations, you will lead customer support operations, driving process optimization and enhancing customer satisfaction across multiple channels.

In Short

• Lead resolution and recovery operations for customer interactions across various channels.
• Drive operational strategies to improve customer satisfaction and organizational agility.
• Leverage Six Sigma methodologies for process optimization.
• Act as a liaison across departments to ensure alignment on customer initiatives.
• Oversee internal teams and vendors for support functions.
• Manage the operating budget for resolution operations.
• Provide performance reports and strategic insights to senior leadership.
• Contribute to long-term planning and customer transformation initiatives.
• Demonstrate strong leadership in a matrixed organization.
• Communicate effectively with diverse teams to drive alignment.

Requirements

• Bachelor’s Degree in Business, Operations, or related field; Master’s preferred.
• 10+ years of experience in customer operations or service recovery roles.
• Experience in Six Sigma or similar process improvement frameworks.
• Strong understanding of omnichannel support strategies.
• Excellent financial acumen and budget management skills.
• Proven leadership in contact centers or shared services.
• Strong communication and stakeholder management skills.
• Telecommunications industry experience preferred.

Benefits

• Competitive compensation and comprehensive benefits.
• Medical, dental, vision, and life insurance.
• 401K plan with company match.
• Employee assistance program.
• Focus on overall wellness through physical, emotional, and financial health.
• Recognition as a Top Workplace by the Charlotte Observer.
• Commitment to inclusion and diversity in the workplace.
• Investment in technology for remote connectivity.