Senior Director, Customer Solutions Operations

What you will be doing

As Senior Director, Customer Solutions Operations, you will lead a large‑scale customer experience and operations organization across global contact center sites, driving performance across the full Serve, Solve, Sell model. You’ll own accountability for metrics such as Net Promoter Score, Customer Resolution Time, and Net Sales per 100 opportunities, develop and mentor directors, ensure compliance with client contractual requirements, and act as a key strategic thinker within Customer Solutions.

Essential Duties and Responsibilities

• Drive consistent, high‑quality customer experiences across all sites, owning NPS and CRT, meeting AOP goals and controlling cost per interaction.
• Build a sales‑ready team that recognizes and acts on sales opportunities, coaching leaders on sales behaviors, and improving penetration rates without compromising the customer experience.
• Motivate and develop leaders across a larg...