Senior Manager, Contact Center Operations
OnDeckSmall Business company
Chicago, United States$150,000 - $165,000Senior
First Round Capital
Khosla Ventures
RRE Ventures
Sapphire Ventures
Google Ventures
Contour Venture Partners
Operations & Strategy
About the role
TL;DR
Drives operational excellence and strategic vision for contact center functions.
- •The Senior Manager, Contact Center Operations is a high-level operations role responsible for the end-to-end performance and long-term strategy of multiple Contact Center functions across all relevant P&Ls.
- •This position is a key member of the senior leadership team, acting as an organizational architect on functional strategy and operational excellence.
- •Key Responsibilities Accountability for Operational KPIs with an emphasis on SLA's.
- •Help define and execute the strategy and vision for core contact center functions across P&Ls, ensuring all initiatives are fully aligned with executive-level and global business goals.
- •Direct the creation and utilization of sophisticated global data analysis and reporting infrastructure to identify systemic risks, interpret emerging trends, and inform strategic decisions.
- •Develop and engage Operations Leaders, establishing a consistent, high-performing culture of innovation and 'Best Answer Wins' across the entire contact center organization.
- •Own and nurture strategic relationships with P&L Leads, stakeholders, and critical support functions to drive optimal resource allocation and ensure cross-functional alignment on global performance and objectives.
- •Requirements 10+ years of extensive, proven experience in contact center operations management or a similar executive leadership role, with a focus on managing full functional performance and P&L impact.
- •Demonstrated success in leading a function through large-scale organizational change and driving successful business outcomes globally.
- •Exceptional expertise in strategic planning, directing complex data analysis, and developing executive-level strategies to address challenges and capitalize on global opportunities.
Required skills
Strategic PlanningMentoringChange ManagementCross-functional LeadershipEngineering ManagementTechnical LeadershipExecutive LeadershipOrganizational DesignCoachingVision Setting
Domain expertise
fintech
Benefits & perks
Health, dental, and vision insurance including mental health benefits, 401(k) matching plus a roth option (U.S. Based employees only), PTO & paid holidays off, Sabbatical program (for eligible roles), Summer hours (for eligible roles), Paid parental leave, DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova), Employee recognition and rewards program, Charitable matching and a paid volunteer day