Onbe is seeking a Senior Director of Contact Center to lead their global operations, focusing on automation and AI to enhance customer experience and operational efficiency. The ideal candidate will have extensive experience in contact center management and BPO partnerships, with a strong emphasis on strategic leadership and innovation
Job Summary
The Senior Director of Contact Center is a strategic leadership role responsible for driving transformation and operational excellence across our global contact center operations.
This position focuses on leveraging automation and artificial intelligence (AI) to enhance customer experience, streamline processes, and optimize costs.
The Senior Director will also oversee the management of Business Process Outsourcing (BPO) partnerships, ensuring alignment with organizational goals and best-in-class service delivery.
Matching Summary
Match Score: 85
Onbe is seeking a Senior Director of Contact Center to lead their global operations, focusing on automation and AI to enhance customer experience and operational efficiency. The ideal candidate will have extensive experience in contact center management and BPO partnerships, with a strong emphasis on strategic leadership and innovation.
Salary
Base: $180,000-$190,000; Bonus/Equity: eligibility for an annual bonus; Benefits: medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more
Skills & Requirements
Must-have
Contact center strategy development
Automation and AI implementation
BPO vendor management
Operational excellence metrics
Cross-functional stakeholder collaboration
Nice-to-have
Culture of innovation and accountability
Customer-centric approach
Thrive in fast-paced environments
Key Requirements
10+ years of experience in contact center operations
5+ years in a senior leadership role
Proven track record in implementing automation and AI
Extensive experience managing BPO vendors
Bachelor’s degree in Business, Operations, IT, or related field