Operatoins Business Processing Manager- Nashville- TN

DXC Technology; Nashville (TN); Hybrid; USD 90,000 - 130,000; Full time

Job summary

DXC Technology is seeking an experienced leader to run end-to-end contact center operations within the ISB umbrella in Nashville. You will manage Associate Managers and analysts to achieve service levels, customer satisfaction, and continuous improvement in a compliance-driven environment.

You'll align people, processes, and technology with global delivery teams, focusing on staffing, data-driven improvements, and cross-region consistency, including the Americas and Canada.

Qualifications

• Bachelor's degree in Business, Technology, or related field.
• 10+ years in leadership roles within contact center or BPS/BPO operations.
• Experience in multi-channel environments and regulatory frameworks.

Responsibilities

• Oversee end-to-end contact center operations, ensuring SLA, KPI, and quality targets.
• Lead and develop Associate Managers and analysts; drive performance via coaching and data.
• Champion automation, AI, and process improvements to scale operations.

Skills

BPO Operations

Contact center leadership

Multi-channel support

Regulatory/compliance

AI/Automation familiarity

Education

Bachelor's degree

Tools

CRM systems

Workforce management

Automation tools

Job description

Job Description

DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates.

DXC’s Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You’ll directly shape how the world’s leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.

About The Role

Leads end-to-end customer support center operations, managing teams of Associate Managers and analysts to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment.

This role will partner closely with the Contact Center Operation Leadership team, serving as a trusted advisor across accounts. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

What You´ll Do

• Oversee day-to-day contact center operations, ensuring delivery against SLAs, KPIs, and quality standards
• Drive measurable results across people, process, and technology pillars:
  • People: Build, develop, and retain high-performing teams through coaching and performance management
  • Process: Standardize, optimize, and continuously improve workflows to drive efficiency and quality
  • Technology: Leverage tools, automation, and AI to enhance productivity and customer outcomes
• Serve as a strategic advisor to Operations leadership, providing insights, recommendations, and execution support across all accounts
• Partner directly with leadership to translate strategy into execution, ensuring alignment across global delivery teams
• Work together with WFM Manager regarding staffing and workforce utilization aligned to demand and financial targets
• Improve customer experience through data-driven insights, feedback loops, and root cause analysis
• Ensure adherence to regulatory, client, and internal compliance requirements
• Drive cross-region consistency and best practice adoption (Americas, Canada, Costa Rica, Philippines)
• Identify and implement automation, AI, and transformation initiatives to improve efficiency, quality, and scalability

Who You Are

• Bachelor’s degree (Business, Technology, or related field preferred) or equivalent
• Must be legally authorized to work in US without requiring sponsorship now nor in the future
• 5+ years of BPO/BPS Operations contact center experience
• 10+ years in a leadership role managing teams within contact center environment
• Experience in multi-channel support environments and contact center technologies
• Exposure to financial services / Life & Annuity BPS/BPO operations
• Experience working in compliance-driven environments (e.g., regulatory, audit, risk frameworks)
• Familiarity with AI and automation tools for contact center optimization

1. Operational Excellence & KPI Management

• Manages SLAs, AHT, quality, and productivity metrics
• Uses data and dashboards to drive performance and accountability

2. Leadership & People Development

• Builds high-performing teams through coaching, development, and succession planning
• Creates a culture of accountability, engagement, and continuous improvement

3. Customer Experience & Service Delivery

• Drives improvements in customer satisfaction, first-call resolution, and overall experience
• Translates insights into actionable change initiatives

4. Workforce & Resource Optimization

• Aligns capacity planning and staffing models to business demand
• Maximize efficiency through effective workforce strategies

5. Strategic Thinking, Compliance & Innovation

• Operates effectively in compliance-driven environments
• Leverages AI, automation, and digital tools to modernize contact center operations
• Anticipates business needs and drives forward-looking solutions

Work Environment

• Hiring in Nashville, TN Hybrid mode preferable
• If you are within 25 miles of a DXC office, you´ll be expected to work hybrid mode twice a week

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is anEqual Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.

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