Director, Customer Operations – On-Site

Role Overview

• Provide direct leadership and operational oversight for contact center teams (both on-site and remote) supporting Business Unit clients and citizens, ensuring consistent service levels, resolution quality, and client confidence
• Own performance outcomes for assigned BU support teams — including service level attainment, backlog health, quality, and escalation management
• Lead the integration of BU support teams into the consolidated Care model, balancing continuity of client relationships with the move toward standardized, scalable operations
• Serve as a senior escalation point for high-complexity client issues, working across Care, Business Units, Product, and IT to drive resolution
• Partner with Business Unit leaders to align support operations with client needs, product changes, and growth commitments
• Track, identify, and elevate trends and root issues surfaced by BU support teams — bringing patterns and systemic drivers to partner organizations such as Product and Business Units for joint prioritization and resolution
• Set the strategic direction for Care’s planning and operations functions — defining how the organization forecasts demand, staffs to it, schedules for it, and governs adherence to it
• Establish and own the workforce management framework across the Care organization, including service level targets, scheduling standards, real-time management protocols, and adherence accountability
• Make significant decisions on Care’s operational model — including capacity approach, queue design, channel prioritization, and coverage strategy — in close partnership with the VP
• Monitor organizational performance data and lead the response to emerging risks, ensuring corrective action is taken at the right level with the right urgency
• Define and govern the operational standards that apply across all Care teams — including escalation protocols, real-time management norms, attendance and scheduling policy, and cross-team coordination models
• Lead Care-owned improvement initiatives end-to-end — for example, developing and deploying a unified attendance policy, establishing coordinated WFM-to-supervisor protocols, or designing a new escalation framework
• Ensure improvements are durable: measured, embedded into operating rhythm, and sustained after launch; Responsible for team and project budgets
• Set the direction and standards for Care’s quality framework — defining what good looks like, how it is measured, and how results drive coaching and improvement
• Oversee training program design and effectiveness, ensuring agents and supervisors are equipped to perform at the level the organization requires
• Use quality and performance data to identify systemic gaps and direct targeted interventions at the team and individual level
• Serve as a key thought partner to the VP of Customer Care on org design, strategic priorities, and multi-year capability building
• Represent the VP in senior leadership forums, cross-functional working groups, and client-facing engagements, with the authority to speak for and commit Care to decisions
• Contribute to the development of the Care strategy and annual operating plan, including investment prioritization, headcount modeling, and transformation roadmap sequencing
• Build and develop a high-performing leadership team — coaching managers, creating clarity on roles and expectations, and building bench strength across the organization

Requirements

• 8+ years of progressive experience in customer operations, contact center leadership, or a related field, with at least 3 years in a director or senior manager role
• Demonstrated experience owning both frontline production operations and the planning, quality, or improvement functions that support them
• Track record of leading teams through change — integrations, platform migrations, process standardization, or org design transitions
• Experience working across organizational boundaries — with product, technology, legal, or business unit partners — to drive cross-functional outcomes
• Background in government services, tax administration, or regulated industries is a plus

Benefits

• Neumo offers a competitive benefits and compensation package