Bachelor's degree in Business Administration, Operations Management, or related field (Advanced degree preferred)
5+ years of experience in operational management roles with proven track record of managing large-scale Customer Care or contact center operations (500+ people)
Operational leadership experience with demonstrated ability to lead operational managers and drive performance accountability in customer service environments
BPO management experience with proven track record of managing outsourced operations, achieving SLA compliance, and vendor performance management
Customer Care operations expertise with deep understanding of contact center metrics, performance frameworks, and service delivery standards
Financial management skills with experience in operational budget management, cost optimization, and efficiency improvement initiatives
Cross-functional coordination experience with proven ability to manage operational relationships across multiple departments and resolve complex operational challenges
Performance management expertise with experience implementing performance frameworks, accountability systems, and continuous improvement initiatives
Regulatory compliance knowledge particularly in financial services operations, payment system oversight, and customer data management requirements
Operational excellence focus with proven track record of driving performance improvement and operational efficiency in customer service environments
Demonstrated ability to operate at the intersection of strategic thinking and operational execution
