Associate Director for Operations

Job Summary

·        The Associate Director is responsible for providing strategic and operational leadership across customer service and service delivery functions. This role leads managers and large-scale teams to achieve operational excellence, financial performance, customer satisfaction, and employee engagement objectives. The position drives business outcomes through effective workforce management, process improvement, stakeholder partnership, and continuous operational transformation.

Key Responsibilities

·        Provide leadership and direction to managers and senior professionals to achieve operational, financial, quality, and customer experience goals.

·        Lead large-scale customer service operations across one or multiple teams, programs, sites, or business functions.

·        Develop and execute operational strategies that support business objectives, service excellence, and sustainable growth.

·        Oversee planning, forecasting, workforce utilization, and resource allocation to ensure achievement of key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction targets.

·        Drive operational excellence through process improvement, automation, innovation, and transformation initiatives.

·        Manage service delivery performance and ensure consistent execution of customer experience standards.

·        Build and maintain strong relationships with internal and external stakeholders to support business objectives and client success.

·        Analyze operational trends, customer feedback, performance metrics, and market insights to identify opportunities for improvement and growth.

·        Lead business transitions, expansion activities, and implementation of new programs or capabilities.

Additional Scope & Leadership Expectations

·        Oversee resolution of complex customer, client, and operational escalations, ensuring timely resolution and long-term corrective actions.

·        Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

·        Drive employee engagement, talent development, succession planning, and leadership capability building across the organization.

·        Ensure compliance with organizational policies, contractual obligations, and operational standards.

·        Champion change management initiatives and support organizational transformation efforts.

·        Leverage data and insights to improve operational efficiency, customer experience, and business performance.

Required Qualifications

·        Bachelor's degree or equivalent work experience.

·        Minimum of 10 years of experience in customer service, contact center, business process outsourcing (BPO), shared services, operations management, or related industries.

·        Minimum of 5 years of leadership experience managing managers and large operational teams.

·        Proven experience leading large-scale customer service or service delivery operations in a multi-site environment.

·        Demonstrated success in driving operational excellence, process improvement, transformation, or business growth initiatives.

·        Strong stakeholder management skills with the ability to influence and collaborate across multiple functions and levels.

·        Experience managing client relationships, service delivery commitments, and operational escalations.

·        Strong analytical, problem-solving, communication, and decision-making skills.

·        Experience working in a matrixed, fast-paced, and dynamic business environment.

Preferred Qualifications

·        Experience supporting customer experience (CX), contact center, shared services, or BPO operations.

·        Lean Six Sigma, Operational Excellence, or similar process improvement certification is an advantage.

·        Experience leading digital transformation, automation, or customer experience enhancement programs.