Director of BPO Field Operations (100% Remote)

About the role

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider that improves the lives of seniors and their caregivers through innovative technology. The Director of BPO Field Operations is responsible for the strategy, development, management, and performance of ClearCaptions' outsourced field service network.

Responsibilities

• BPO Strategy & Network Development
• Vendor Selection & Contract Management
• Quality & Performance Management
• Training & Certification
• Regulatory Compliance
• Operational Excellence
• Financial Performance

Requirements

• Bachelor’s degree in Business, Operations Management, Supply Chain, Management or related field
• Minimum of eight (8) years of progressive operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks
• Minimum five (5) years' experience leading multi-site or geographically dispersed teams
• Proven experience negotiating and managing vendor contracts and service agreements
• Experience with workforce planning, capacity management, forecasting, and budget accountability
• Strong background in quality management, demonstrated ability to drive operational improvements, productivity gains, and customer experience outcomes
• Proven success managing third-party vendor performance through KPIs, SLAs, scorecards, and governance processes
• Experience developing training, certification, and performance management programs
• Advanced problem-solving, analytical, and financial management skills, with the ability to develop strategies for operational improvements
• Ability to plan and manage both strategic and tactical operational levels
• Works to achieve goals while overcoming obstacles and/or planning for contingencies
• Excellent verbal and written communication skills, relationship management, and presentation skills
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
• Respectful and outstanding leadership skills, ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality
• Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack)

Qualifications

• In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship.

Skills

• Strategic Planning
• Vendor Management
• Quality Assurance
• Training and Development
• Regulatory Compliance
• Operational Excellence
• Financial Analysis

Benefits

ClearCaptions offers a comprehensive benefits program, including:

• Health insurance
• Retirement plans
• Flexible spending accounts
• Employee assistance programs
• Professional development opportunities

Pay

$172,000 to $187,000/yr plus 15% bonus determined by competitive market analysis and internal equity considerations.

Schedule

Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. Travel is required, approximately 10%, and may include overnight and out-of-state trips.

Contact

To learn more about this role, please visit www.clearcaptions.com/careers. For details on our total rewards package, visit www.clearcaptions.com/careers.