You are customer obsessed, genuinely. Not as a value statement, but as an operating mode. You read case transcripts. You listen to call recordings. You know which hotel chains generate the most CRI volume and why. You treat every friction point in the customer journey as a personal problem to solve — whether that’s a traveler stranded at check-in or a cardholder blocked from completing a transaction.
You have deep contact center DNA. You’ve built and run contact center operations in the US, and you’ve managed BPO partnerships at a meaningful scale. You know the difference between a workforce management problem and a quality problem. You’ve owned SLAs and missed them and learned exactly how to fix it. You’ve managed shift structures, handled overnight and weekend coverage gaps, and built the management layers that make 24/7 operations sustainable.
You are a player/coach. You don’t manage from a distance. You are in the work — reviewing escalations, sitting with agents, pressure-testing SOPs, running post-mortems on P1 incidents. Your team looks to you not just for direction but for the standard. When something is hard, you go first.
You set standards, you don’t chase them. Industry benchmarks are a floor for you, not a ceiling. You have strong opinions about what great looks like, you build toward it with urgency, and you measure progress relentlessly.
You are a continuous improvement practitioner. You use data to find problems before customers report them. You have experience implementing process improvement frameworks (Lean, Six Sigma, or equivalent). You build feedback loops — from QA to coaching to SOP to retraining — and you close them.
You build leaders, not just teams. The people who work for you get better. You give direct feedback, you invest in development, and you’re known for producing leaders who go on to run their own operations.
Experience & Qualifications
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12+ years in customer operations, contact center leadership, or travel support — with at least 5 years at the director level or above
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Proven experience running a US-based contact center operation with full P&L or cost accountability
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Hands-on BPO management experience — vendor selection, performance management, commercial negotiations, and transitions
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Experience in travel, hospitality, fintech, or a high-complexity booking and transaction environment strongly preferred
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Familiarity with modern support tooling — Salesforce Service Cloud, WFM platforms, AI-assisted support, and quality management systems
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Experience supporting financial products — corporate cards, expense management, billing operations, or payments — is a strong plus
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Experience building or scaling a premium or tiered support offering is a strong plus
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Strong analytical instincts — you are comfortable in data, know which metrics matter, and can translate numbers into operational decisions quickly