Care Operations Director

New

Skills

Quality Assurance Sql

Job Overview

Lead global human agent ops for retention and risk, defining pod-based ops and ensuring consistent quality and efficiency.

Responsibilities
  • Lead global human agent ops for retention and risk
  • Define pod-based ops: KPI structures, thresholds, and escalation models
  • Ensure consistent quality, service delivery, and efficiency
  • Design and govern pod-based methodology and playbooks
  • Drive operational steadiness and risk governance
Requirements & Qualifications
  • 7+ years leading B2C care in high-volume ops
  • Experience overseeing global in-house and BPO teams
  • Strong background in chat-first and multi-channel support
  • Proven ability to drive retention, margin, and risk reduction
  • Familiar with CX tooling (Zendesk, WFM, QA, CRM)

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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