Senior Director of Operations
Salary undisclosed
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MEET COMPASS
We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
What You’ll Be Responsible For
Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.
If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.
We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
What You’ll Be Responsible For
- Develop and maintain strong relationships with clients by understanding their needs, providing tailored solutions, and ensuring high levels of customer satisfaction. Act as the secondary point of contact, oversee the management of client accounts, resolve escalated issues proactively, and collaborate with internal teams to drive retention and business growth.
- Provide oversight for numerous client accounts, owning both program management and call center operations.
- Mentor, coach, and develop program lead team members by providing ongoing guidance, performance feedback, and professional growth opportunities. Foster a positive and high-performance work culture through structured training, skill development initiatives, and leadership support to enhance team engagement and productivity.
- Develop and implement operation strategies that improve customer satisfaction, efficiency, and profitability.
- Analyze financial data, budgets, and key performance metrics to drive strategic decision-making and operational efficiency. Ensure cost-effective resource allocation, identify revenue growth opportunities, and provide financial insights to support business objectives.
- Conduct regular reviews of operations metrics to ensure that goals are being met.
- Foster and sustain positive relationships with customers, internal team members, and other stakeholders.
- Communicate and advocate for the operations team's initiatives, concerns, and accomplishments to senior leadership and cross-functional teams.
- Bachelor's degree in business administration, operations management, or 15+ years experience in call center operations.
- 10+ years of experience in call center operations, with a strong track record of success. Experience overseeing IT Support, Tech Support, teams preferred.
- Proven ability to manage and motivate a team of professionals.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Full Time 40 hours per week
- Competitive Base Salary
- Bonus Eligibility
- Work from home
- Health Benefits- Medical, Dental and Vision
- 401k
- Paid time off and paid holidays
- The opportunity to work with the best teams, supporting some of the best online brands!
Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.
If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.
MEET COMPASS
We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
What You’ll Be Responsible For
Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.
If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.
We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
What You’ll Be Responsible For
- Develop and maintain strong relationships with clients by understanding their needs, providing tailored solutions, and ensuring high levels of customer satisfaction. Act as the secondary point of contact, oversee the management of client accounts, resolve escalated issues proactively, and collaborate with internal teams to drive retention and business growth.
- Provide oversight for numerous client accounts, owning both program management and call center operations.
- Mentor, coach, and develop program lead team members by providing ongoing guidance, performance feedback, and professional growth opportunities. Foster a positive and high-performance work culture through structured training, skill development initiatives, and leadership support to enhance team engagement and productivity.
- Develop and implement operation strategies that improve customer satisfaction, efficiency, and profitability.
- Analyze financial data, budgets, and key performance metrics to drive strategic decision-making and operational efficiency. Ensure cost-effective resource allocation, identify revenue growth opportunities, and provide financial insights to support business objectives.
- Conduct regular reviews of operations metrics to ensure that goals are being met.
- Foster and sustain positive relationships with customers, internal team members, and other stakeholders.
- Communicate and advocate for the operations team's initiatives, concerns, and accomplishments to senior leadership and cross-functional teams.
- Bachelor's degree in business administration, operations management, or 15+ years experience in call center operations.
- 10+ years of experience in call center operations, with a strong track record of success. Experience overseeing IT Support, Tech Support, teams preferred.
- Proven ability to manage and motivate a team of professionals.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Full Time 40 hours per week
- Competitive Base Salary
- Bonus Eligibility
- Work from home
- Health Benefits- Medical, Dental and Vision
- 401k
- Paid time off and paid holidays
- The opportunity to work with the best teams, supporting some of the best online brands!
Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.
If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.