Senior Manager, Contact Center Operations (Hybrid)

Enova; Chicago (IL); On-site; USD 150,000 - 165,000; Full time

Benefits offered by this job

Hybrid in-office Tue-Thu

Health, dental, vision insurance

401(k) matching

PTO & holidays

Sabbatical

Summer hours

Parental leave

DEI groups

Recognition program

Charitable matching

Job summary

Enova in the United States is seeking a Senior Manager, Contact Center Operations to lead end-to-end performance across Service, Application Support, Loan Processing, Collections and Complaints, while shaping global strategy at the senior leadership level.

The role focuses on transformational change, executive communication, and close collaboration with P&L leads and C-level partners. Hybrid work, with potential bonus and RSUs, and a salary range of $150,000–$165,000.

Qualifications

• 10+ years of experience in contact center operations management or equivalent executive role.
• Demonstrated success leading a function through large-scale organizational change globally.
• Expertise in strategic planning and directing complex data analysis at an executive level.
• Strong executive communication and presentation skills to influence senior decisions.
• Proven ability to mentor and develop leaders at the Department Manager level and above.

Responsibilities

• Accountability for Operational KPIs with emphasis on SLAs.
• Help define and execute strategy for core contact center functions across P&Ls, aligned with executive goals.
• Direct the creation and utilization of global data analysis and reporting to identify risks and inform decisions.
• Develop and engage Operations Leaders, fostering a high-performing culture of innovation and Best Answer Wins.
• Own and nurture strategic relationships with P&L Leads and critical support functions to drive alignment on global performance.
• Identify and lead complex transformation and change management initiatives for scalable global operations.
• Lead internal and external communications for the function to the executive team.

Skills

Executive leadership

Data analysis

Strategic planning

Stakeholder management

P&L management

Job description

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.

About the Role:

The Senior Manager, Contact Center Operations is a high-level operations role responsible for the end-to-end performance and long-term strategy of multiple Contact Center functions (Service, Application Support, Loan Processing, Collections and Complaints) across all relevant P&Ls. This position is a key member of the senior leadership team, acting as an organizational architect on functional strategy and operational excellence. The ideal candidate will be focused on driving consistent results, anticipating problems, and cultivating an adaptable, globally aligned culture. This role reports to the Director of Operations.

Responsibilities:

• Accountability for Operational KPIs with an emphasis on SLA’s.
• Help define and execute the strategy and vision for core contact center functions across P&Ls, ensuring all initiatives are fully aligned with executive-level and global business goals.
• Direct the creation and utilization of sophisticated global data analysis and reporting infrastructure to identify systemic risks, interpret emerging trends, and inform strategic decisions.
• Develop and engage Operations Leaders, establishing a consistent, high-performing culture of innovation and “Best Answer Wins” across the entire contact center organization.
• Own and nurture strategic relationships with P&L Leads, stakeholders, and critical support functions (e.g., People Resources, Strategy and Operations, Technology) to drive optimal resource allocation and ensure cross-functional alignment on global performance and objectives.
• Proactively identify, champion, and lead complex, organization-wide transformation and change management initiatives that build highly sustainable, adaptable, and scalable global operations.
• Lead internal and external communication for the function, including formal presentations of key performance and strategic updates to the executive team.

Requirements:

• 10+ years of extensive, proven experience in contact center operations management or a similar executive leadership role, with a focus on managing full functional performance and P&L impact.
• Demonstrated success in leading a function through large-scale organizational change and driving successful business outcomes globally.
• Exceptional expertise in strategic planning, directing complex data analysis, and developing executive-level strategies to address challenges and capitalize on global opportunities.
• Highly developed executive communication and presentation skills, with proven ability to influence decisions at the highest levels of the organization.
• Deep commitment to fostering an inclusive culture and demonstrated success in mentoring and developing leaders at the Department Manager (DM) level and above.
• Proven ability to build and maintain strategic partnerships with C-level leaders and cross-functional partners.
• Experience in financial services is required, with experience in banking products and management preferred.

Compensation:

The budgeted annual salary range for this position is $150,000 to $165,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus and restricted stock units. All full-time employees are eligible to participate in Company benefits, described in more detail here.

Benefits & Perks:

• Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.
• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day…Plus so much more!

It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.