Senior Director, Contact Center & Service Delivery Operations

About the role

Provide enterprise-level leadership and strategic direction for contact center and service delivery operations, ensuring scalable, efficient, and customer-centric service models that support organizational priorities, risk management, and long-term growth.

Responsibilities

• Set enterprise strategy and operating model for contact center and service delivery functions.
• Lead through senior leaders and directors to ensure consistent execution of service, performance, and experience standards.
• Establish governance, performance frameworks, and operating rhythms to drive accountability and transparency.
• Oversee service delivery outcomes, customer experience, and operational effectiveness across functions and locations.
• Partner with executive leadership to align operational strategy with business objectives and transformation initiatives.
• Sponsor large-scale initiatives focused on modernization, efficiency, and continuous improvement.
• Serve as an executive escalation point for complex operational, customer, and risk-related issues.
• Use data, insights, and trends to inform decision-making and long-range planning.
• Build strong partnerships with internal stakeholders and external service providers to optimize delivery models.
• Champion leadership development, succession planning, and a culture of accountability and engagement.

Qualifications

• Bachelor’s degree in business or equivalent experience
• 12 years of experience in contact center, operations, or service delivery environments
• Extensive experience leading people managers and senior leaders across complex, multi-functional operations
• Experience developing and executing enterprise-level operational strategies
• Experience leading outsourcing strategies and coordinating with third party sourcing partners to execute effectively
• Strong ability to use data and metrics to drive performance, customer experience, and operational outcomes
• Executive-level communication, influence, and stakeholder management skills
• Ability to lead through change, ambiguity, and organizational transformation
• Proficient using MS Office tools

Preferred Qualifications

• Experience in insurance, financial services, or regulated operational environments
• Experience leading multi-site, virtual, or outsourced service delivery models
• Experience sponsoring large-scale operational or digital transformation initiatives
• Project or program leadership experience at the enterprise level

Working Conditions

• Office Environment
• Occasional travel for executive leadership, operational oversight, and strategic planning

Pay

The salary for this position generally ranges between $172,000 - $200,000 annually. Actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.