Operations Director

Ladders; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Professional development

Employee engagement culture

Tech enablement initiatives

Dynamic work environment

Governance exposure

Job summary

Ladders is seeking an Operations Director to lead a large-scale customer delivery operation in a remote US-based role, focused on service quality, productivity and performance. You will oversee omnichannel environments, major launches and work closely with cross-functional leaders to support workforce planning, governance and technology enablement.

This leadership role requires deep experience in customer delivery, transformation, and regulated financial operations, with a track record of strong

Qualifications

• 15+ years of leadership in customer delivery operations.
• Experience managing large omnichannel contact center operations.
• Strong background in transformation and transition management.
• Knowledge of regulated financial operation frameworks and compliance.
• Executive-level stakeholder management and governance experience.
• Strong budgeting and performance management skills.
• Proven track record in team engagement and ops performance improvement.

Responsibilities

• Lead and scale operations across voice, chat, digital, and AI channels.
• Manage teams of 400+ agents with quality and productivity focus.
• Oversee greenfield launches and major operational transitions.
• Own performance metrics for customer service and operational effectiveness.
• Handle multimillion-dollar budgets and P&L.
• Collaborate on workforce and training needs.
• Drive technology initiatives including AI and CRM integrations.

Skills

Leadership

Omnichannel Ops

Governance

Budgeting

Stakeholder Mgmt

Financial Acumen

Team Engagement

Transformation

Job description

For our client, we are seeking a Operations Director to join the team of a leader in the Technical Services space.

This role will lead large-scale customer delivery operations with a strong focus on service quality, productivity, and operational performance. The ideal candidate will oversee complex omnichannel environments, guide major transitions and launches, and partner closely with cross-functional leaders to support workforce planning, training, governance, and technology enablement. This is a high-impact leadership opportunity for someone who can balance operational rigor with team engagement and business results.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $120,000 – $150,000 annually

Responsibilities

• Lead and scale operations across voice, chat, digital, and AI-enabled channels
• Manage teams of 400+ agents while ensuring quality and productivity
• Oversee greenfield launches and major operational transitions
• Own performance metrics related to customer service and operational effectiveness
• Handle multimillion-dollar budgets and account P&L
• Collaborate with cross-functional teams on workforce and training needs
• Drive technology initiatives including AI and CRM integrations

Qualifications

• 15+ years of leadership experience in customer delivery operations within financial services or related sectors
• Proven success in managing large omnichannel contact center operations
• Strong background in transformation and transition management
• Deep knowledge of regulated financial operation frameworks and compliance requirements
• Experience in executive-level stakeholder management and governance
• Strong financial acumen with budgeting and performance management experience
• Track record in team engagement and operational performance improvement

Benefits

• Opportunities for professional development and leadership growth
• Supportive company culture focused on employee engagement
• Involvement in innovative technology enablement initiatives
• Dynamic working environment with a focus on service excellence
• Potential exposure to high-level governance and compliance frameworks

Our client is an equal opportunity employer.