Director, Global Support & Operations

United States Digital Space LLC; New York (NY); Hybrid; USD 155,000 - 185,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance

Disability coverage

4-week sabbatical

Day-one 401(k) match

Job summary

United States Digital Space LLC in New York City is seeking a Director of Support to lead a multi-functional team across retail CX, advisor support, and operations. You will manage two global BPO partnerships, own a multimillion-dollar budget, and drive quality, forecasting, and strategic initiatives with cross-functional partners.

The role reports to the VP of Support & Operations and is based in NYC with a hybrid work model.

Qualifications

• Significant experience in CX or support leadership, with a track record of scaling teams and raising the bar on quality and performance.
• Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability.
• Financial acumen — you've owned a multimillion-dollar budget and made resource allocation decisions under pressure.
• Strong forecasting and capacity planning capabilities; you build models that translate into real operational decisions.
• Deeply analytical and data-driven — you define success with metrics, track outcomes rigorously, and use data to make decisions and build the case for change.
• High accountability and ownership — you drive things forward, follow through, and expect the same from your team.

Responsibilities

• Lead and develop a team of managers across three functions: retail CX complex case resolution and high value customer support, advisor support for our BAS product line, and support operations (product/eng liaison, VoC, and launch readiness).
• Own two BPO partnerships end-to-end — contract management, SLA accountability, quality programs, and day-to-day performance.
• Manage the Support budget with rigor: own forecasting, capacity planning, and cost decisions across internal and BPO channels.
• Set and hold a high quality bar across all channels, using data to identify gaps and drive measurable improvement.
• Serve as a senior escalation point for complex cases requiring coordination across Legal, Compliance, Fraud, Engineering, or executive stakeholders.
• Partner cross-functionally to ensure support teams are prepared for product launches, regulatory changes, and operational shifts — and that customer signals inform what we build.
• Identify what's broken, build the case for change, and own outcomes.

Skills

CX leadership

Global BPO

Budget ownership

Forecasting

Data-driven

Communication

Fintech experience

Regulated environment

Zendesk familiarity

Tools

Zendesk

Job description

United States Digital Space LLC in New York City is seeking a Director of Support to lead a multi-functional team across retail CX, advisor support, and operations. You will manage two global BPO partnerships, own a multimillion-dollar budget, and drive quality, forecasting, and strategic initiatives with cross-functional partners.

The role reports to the VP of Support & Operations and is based in NYC with a hybrid work model.