Senior Director, Contact Center

Develop and execute a strategic contact center plan focused on digital transformation, automation, and AI-driven solutions. Lead automation and AI initiatives (chatbots, virtual agents, predictive analytics) to improve efficiency, reduce costs, and enhance customer satisfaction. Oversee global BPO vendor relationships, contract negotiations, performance management, and ensuring SLAs. Establish and monitor performance metrics, KPIs, and reporting frameworks to drive continuous improvement. Build, mentor, and lead high-performing teams; foster innovation and customer-centricity. Collaborate with IT, CX, Product, and other functions to deliver integrated solutions aligned with strategic initiatives. Bachelor's degree in Business, Operations, Information Technology, or related field; Master’s degree preferred. 10+ years of experience in contact center operations, with at least 5 years in a senior leadership role. Proven track record in implementing automation and AI technologies within customer service environments. Extensive experience managing BPO vendors and global teams. Strong analytical, strategic thinking, and project management skills. Excellent communication, negotiation, and interpersonal abilities. Medical, dental, vision, and wellness benefits. 401(k) matching. Unlimited PTO. Work from anywhere. Generous parental leave.