Director, 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

About the company

the company is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease. We’re headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays).

About the Role

the company's Support organization touches every customer, every advisor, and nearly every team in the company — and this role owns it. As Director of Support, you'll lead a team of managers and specialists across retail CX, advisor support (BAS), and support operations, while managing two global BPO partnerships and a multimillion-dollar budget. You'll set the quality bar, own the delivery model, and drive the organization forward — not reactively, but ahead of what's coming.

This is a role for someone with high standards, deep operational expertise, and the kind of ownership mentality that doesn't wait to be asked. You'll partner closely with Product, Engineering, Fraud, Legal & Compliance, and Investing, and report directly to the VP of Support & Operations.

This role is based out of our NYC office. Below we've reflected the base salary range for this position. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of the company’s total compensation package for employees.

• New York City: $155,000-$185,000

This job may also be eligible for variable compensation in the form of a company incentive bonus.

A Day in the Life:

• 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.

What We're Looking For

• 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.

• Excellent judgment and communication; you navigate complex, sensitive situations and present clearly to audiences from frontline agents to the C-suite.

• Experience in fintech, financial services, or a regulated environment strongly preferred.

• Familiarity with Zendesk or comparable support platforms; QA tooling and VoC platforms a plus.

Join a team built on these core valuesWe change lives

Be a part of a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission; to empower people to build wealth with confidence and ease

We set audacious goals

We set them for the company, our customers, and ourselves, and we won’t stop until we reach them. We don’t just show up; we give our all, then celebrate our wins.

We value all perspectives

When we collaborate, we're at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community.

We simplify financial services

We’re financial services pioneers, always finding new ways to improve, optimize, and enhance. Constant improvement is in our DNA.

Our Commitment to Your Total Well-being:

• We offer a competitive suite of benefits, including medical, dental, and vision coverage; life and AD&D insurance; short- and long-term disability; infertility support and WPATH-aligned transgender health benefits; an Employee Assistance Program (EAP); transit benefits and FSA and HSA options

• Ownership: Equity for all employees, including new hire and refresher grants.

• Time: Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.

• Growth: Company-paid professional coaching for all employees.

• Wealth: Day-one 401(k) match plus matching on qualified student loan payments.