Director of Operations: CX & Growth Leader

IntouchCX; Mesa (AZ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

Paid time off

Sick leave opportunities

Career growth opportunities

Job summary

IntouchCX in Mesa, AZ is seeking a Director of Operations to lead end-to-end contact center activities, including staffing, training, quality control and reporting. This role requires a bold, results-driven leader who can drive performance and client satisfaction.

The ideal candidate will have 7–9 years of contact center leadership and 5 years in client relationships, with strong cost analysis and KPI management skills.

Qualifications

• Post-secondary diploma or degree in Business.
• 7–9 years of contact center leadership experience.
• 5 years of client relationship management experience.
• Experience in analyzing cost/profit and financial reporting.
• Strong communication and organizational skills under tight deadlines.
• Ability to meet program and internal business KPIs and implement change.

Responsibilities

• Drive best practices across all areas of responsibility.
• Plan staffing, training and development across all teams.
• Lead ramp-up drives and goals.
• Create action plans for growth, business development and client satisfaction.
• Meet client SLAs with optimal quality and service while optimizing performance.
• Audit adherence to corporate policies and processes.
• Foster IntouchCX culture and integrate partner culture.
• Motivate teams and build trust throughout the organization.
• Develop and execute motivational incentives on the floor.
• Collaborate with stakeholders to ensure consistency within Operations.
• Maintain auditing cadence through reporting and observations.
• Work with Operations Workforce Optimization to deliver staffing.

Skills

Leadership

Strategic planning

Communication

People management

Client relationships

Cost analysis

Operations reporting

KPI management

Team development

Education

Business degree

Job description

IntouchCX in Mesa, AZ is seeking a Director of Operations to lead end-to-end contact center activities, including staffing, training, quality control and reporting. This role requires a bold, results-driven leader who can drive performance and client satisfaction.

The ideal candidate will have 7–9 years of contact center leadership and 5 years in client relationships, with strong cost analysis and KPI management skills.