Remote Director, Customer Service Operations (Telecom SaaS)

OXIO; United States; On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Stock option incentive program

Company paid healthcare

Flexible work arrangements

Team lunches and retreats

Global travel opportunities

Job summary

OXIO is seeking a Director of Customer Service Operations to lead support across BPO, Tier 1, and Tier 2 NOC teams. You will drive strategy, implement scaling plans, and align with product releases to optimize support flows, documentation, and training.

You'll oversee Amazon Connect, AI-assisted workflows, and budget management, supporting clients in the US, Mexico, and worldwide while partnering with cross-functional teams to deliver exceptional customer experiences.

Qualifications

• BA/BS degree or equivalent practical experience.
• 8-10 years total experience with 5+ years managing regional/global teams.
• Experience launching or managing outsourced BPO delivering customer facing services.
• Experience with Amazon Connect, Amazon Q and Amazon Lex is highly desirable.
• Multilingual with English and Spanish; Portuguese a plus.

Responsibilities

• Lead daily operations of the customer support organization to ensure service quality.
• Design and implement customer-centric interfaces, processes, automation, and KPIs.
• Drive continuous improvements for first contact resolution and metrics.
• Scale the support org cost-effectively via automation and outsourcing.
• Oversee Amazon Connect platform configuration and performance.
• Manage Level 1 and Level 2 staff and BPO partners.
• Forecast and manage annual budget for the support organization.

Skills

Leadership

BPO management

Multilingual (English/Spanish)

Communication

Outsourcing strategy

Education

BA/BS degree

Tools

Amazon Connect

Amazon Q

Amazon Lex

Job description

OXIO is seeking a Director of Customer Service Operations to lead support across BPO, Tier 1, and Tier 2 NOC teams. You will drive strategy, implement scaling plans, and align with product releases to optimize support flows, documentation, and training.

You'll oversee Amazon Connect, AI-assisted workflows, and budget management, supporting clients in the US, Mexico, and worldwide while partnering with cross-functional teams to deliver exceptional customer experiences.