Remote Director, Customer Service Ops — AI-Driven Scale

MoneyLion

United States

On-site

USD 150,000 - 190,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Stock options

Company paid healthcare

Flexible work arrangements

Team lunches and company retreats

International environment

Diverse and inclusive team

Job summary

OXIO is seeking a Director of Customer Service Operations to lead and scale our support functions across the US and beyond. You will drive strategy for Tier 1/2 support, BPO partnerships, and the Amazon Connect stack while aligning with product, sales, and compliance.

This role manages budgets and explores automation to improve efficiency. You will collaborate with internal teams and external partners to deliver superior customer experiences, ensuring regulatory alignment and cost-effective

Qualifications

BA/BS degree or equivalent practical experience.
8-10 years total experience with 5+ years leading regional/global support teams.
Experience with outsourced BPO delivery and managing vendors.
Familiarity with Amazon Connect, Amazon Q and Amazon Lex is highly desirable.
Multilingual with English and Spanish; Portuguese is a plus.

Responsibilities

Lead and direct daily operations of the customer support organization to ensure superior service.
Design and implement customer-centric interfaces, processes, automation, and KPIs.
Drive continuous improvement projects to raise first contact resolution and reduce costs.
Scale the support organization through automation and outsourcing strategies.
Oversee Amazon Connect configuration and related tools; manage Level 1 and Level 2 teams.
Direct BPO partners supporting frontline customer care and manage annual budgets.