Director – Operations Management

Role Overview

• Oversee daily execution of call monitoring and quality scoring processes
• Own quality scorecards and evaluation frameworks including compliance, customer experience, and service effectiveness criteria
• Ensure consistency, fairness, and calibration across evaluators to minimize scoring variability
• Establish governance for quality standards, scorecards, checklists, peer audit requirements, audit protocols, and performance thresholds ensuring formal documentation, version control, and periodic review
• Partner with Operations leaders to drive targeted improvement plans based on quality outcomes
• Maintain strict adherence to regulatory, contractual, and compliance requirements embedded within scoring models
• Serve as business co-owner of AI-enabled quality capabilities
• Define the post-MVP roadmap for scaling AI-driven quality monitoring, including human-in-the-loop governance
• Partner with Technology and AI teams to refine scoring models, evaluation logic, and data feedback loops
• Establish controls to ensure AI-driven scoring maintains compliance rigor and audit defensibility
• Evaluate emerging capabilities (e.g., real-time guidance, next-best-action support) for potential impact on quality and partner with Operations leadership on strategy and roadmap
• Drive value realization, adoption metrics, and operational impact measurement of AI-enabled quality tools
• Analyze recurring scoring patterns to identify systemic process, platform, training, or design signals for improvement opportunity
• Build structured escalation and improvement pathways that feed into broader process excellence initiatives
• Lead targeted continuous improvement initiatives where quality data indicates systemic risk or opportunity
• Develop dashboards and executive-ready reporting that translate quality metrics into operational insights and strategic decisions
• Partner cross-functionally to drive durable process redesign
• Lead, mentor, and develop a team of quality professionals and analysts
• Foster a culture of accountability, objectivity, continuous improvement, and operational excellence
• Define role clarity, performance expectations, and capability development pathways
• Ensure appropriate resourcing models across onshore and offshore quality monitoring needs
• Build scalable governance processes that support business growth without linear headcount expansion

Requirements

• Bachelor’s degree with 15+ years of relevant experience or Master’s degree with 10+ years
• 8+ years of progressive leadership experience managing multi-level teams in operations or quality environments
• Expertise in contact center quality assurance and compliance-based scoring frameworks
• Demonstrated experience building or governing independent audit or quality oversight functions
• Strong background in continuous improvement methodologies (Lean Six Sigma Black Belt or Master Black Belt strongly preferred)
• Experience translating operational data into enterprise-level improvement initiatives
• Proven ability to influence cross-functional leaders and drive alignment without direct authority
• Experience partnering with Technology teams on AI-enabled or automation-driven solutions
• Proficiency using AI tools skillfully with an understanding of how to develop intelligent prompts and/or agents
• Strong executive communication skills, with the ability to present insights clearly to senior leadership
• Experience operating in regulated healthcare, payer, or financial environments strongly preferred.

Benefits

• Hybrid and remote friendly culture
• Professional development opportunities