Senior Director, Contact Center
Onbe, a fast-growing FinTech, bringing innovation to a rapidly growing global marketplace, stands for “on behalf.” Because that’s exactly how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined — as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe!
Summary: The Senior Director of Contact Center is a strategic leadership role responsible for driving transformation and operational excellence across our global contact center operations. This position focuses on leveraging automation and artificial intelligence (AI) to enhance customer experience, streamline processes, and optimize costs. The Senior Director will also oversee the management of Business Process Outsourcing (BPO) partnerships, ensuring alignment with organizational goals and best-in-class service delivery.
Key Responsibilities:
- Contact Center Strategy: Develop and execute a comprehensive contact center strategy with a focus on digital transformation, automation, and AI-driven solutions.
- Automation & AI Implementation: Lead initiatives to identify, implement, and scale automation technologies and AI applications (chatbots, virtual agents, predictive analytics) that improve efficiency, reduce costs, and enhance customer satisfaction.
- BPO Management: Oversee global BPO vendor relationships, including contract negotiations, performance management, and compliance. Ensure partners meet SLAs and deliver superior customer experiences.
- Operational Excellence: Establish and monitor performance metrics, KPIs, and reporting frameworks to drive continuous improvement across contact center operations.
- Team Leadership & Development: Build, mentor, and lead high-performing teams, fostering a culture of innovation, accountability, and customer-centricity.
- Stakeholder Collaboration: Partner with IT, Customer Experience, Product, and other cross-functional teams to deliver integrated solutions and support strategic initiatives.
- Budget & Financial Management: Manage operational budgets and identify opportunities for cost optimization through technology and process improvements.
- Risk & Compliance: Ensure all contact center operations and BPO engagements comply with regulatory requirements, data privacy standards, and company policies.
Qualifications:
- Bachelor’s degree in Business, Operations, Information Technology, or related field; Master’s degree preferred.
- 10+ years of experience in contact center operations, with at least 5 years in a senior leadership role.
- Proven track record in implementing automation and AI technologies within customer service environments.
- Extensive experience managing BPO vendors and global teams.
- Strong analytical, strategic thinking, and project management skills.
- Excellent communication, negotiation, and interpersonal abilities.
- Ability to thrive in a fast-paced, dynamic environment with a focus on innovation and continuous improvement.
Preferred Qualifications:
- Experience with enterprise contact center platforms (e.g., Genesys, NICE, Five9, Salesforce Service Cloud).
- Knowledge of RPA (Robotic Process Automation), machine learning, and conversational AI technologies.
- Certification in Lean, Six Sigma, or similar process improvement methodologies.
- Global operational experience and multicultural team leadership.
The base salary range for this position is budgeted for $185,000-$195,000 with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.
At Onbe, a diverse group of people, ideas, and perspectives are key to achieving phenomenal things. For over 25 years, our focus has remained on building a culture of openness and ingenuity, where employees come together to innovate and build disbursement solutions that make the lives of our clients and their consumers and workforces easier and better. Our definition of success includes celebrating differences and affirming belonging. To that end, we ask employees to come to Onbe as they are and contribute their diverse perspectives, identities, and experiences.
We believe that the recruiting phase is only the very beginning of diversity and inclusion. At Onbe, we’re constantly evolving the way we celebrate diversity every day and in everything we do. With several internal committees that are dedicated to mental and physical wellness, diversity, inclusion, and community outreach, we are committed to making a culture that is inclusive to all.
Onbe is proud to be an equal opportunity employer. We seek out ways to create a mindful workforce that embraces diversity and celebrates a culture of inclusion. We do not discriminate against employees or job applicants on the basis of race, color, ancestry, national origin, sex (including pregnancy), gender identity, sexual orientation, marital or family status, religion, age, disability, genetic information or military service. Our equal opportunity policy applies to all decisions of employment including hiring, placement, promotion or advancement, termination, layoff, recall, transfer, compensation, training and leaves of absence
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