Director, Customer Operations Platforms - Remote

Overview

The Director of Customer Operations Platforms will drive the vision and execution of contact center technologies, ensuring seamless player and agent experiences across multiple business lines.

In Short

• Own and evolve the contact center platforms strategy.
• Lead the administration of systems including workforce management, telephony, CRM, and more.
• Supervise user onboarding/offboarding and system compliance.
• Act as the primary contact for tech-related issues and platform changes.
• Define and report on KPIs, create best practices, and maintain documentation.
• Collaborate to enhance agent tools and customer service journeys.
• Manage platform vendor relationships and ensure compliance.
• Contribute to prioritization processes and advocate for customer care initiatives.

Requirements

• Experience in contact center technology and operations.
• Strong leadership and team management skills.
• Ability to collaborate cross-functionally.
• Proven track record in managing vendor relationships.
• Technical proficiency in CRM and telephony systems.
• Strong analytical skills for KPI reporting.
• Experience in a high-growth environment.

Benefits

• Opportunity to lead a dedicated team.
• Drive innovation in customer operations.
• Work in a high-growth environment.
• Competitive salary and benefits package.