Associate Director – Tech Support Operations

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Job Description:

  • Oversee the operational, financial, and contractual health of the outsourced partner network
  • Serve as the readiness gatekeeper for corporate initiatives launching across the global contact center network
  • Manage outsourced technical support center operations and global partner networks
  • Audit live technical deployments across voice and chat queues to identify system, tool, or knowledge gaps
  • Balance and prioritize multiple overlapping initiatives across global contact center networks
  • Execute Operational Impact Assessments 30–60 days ahead of launches, migrations, or policy shifts
  • Audit launch deployments on vendor floors and lead post-mortem reviews
  • Analyze performance data and design process innovations to reduce repeat calls, escalations, and non-productive dispatch
  • Maintain QA/Observation forms and run cross-vendor calibration sessions
  • Connect Training, Quality Assurance, Product, and Vendor Operations for uniform initiative adoption
  • Manage partner SOWs, MSAs, performance-based billing, and invoice validation

Requirements:

  • Bachelor’s degree or four or more years of work experience
  • Eight or more years of relevant experience, demonstrated through work and/or military experience or specialized training
  • Technical Support Operations experience
  • Five or more years of Project Management experience within a Contact Center, Vendor Management, Partner Operations Management, or Customer Success environment preferred
  • Deep understanding of contract structures, SOW drafting, and invoice reconciliation
  • Proven track record managing complex operational rollouts across multi-site networks
  • PMP, Six Sigma, or similar process improvement certification preferred

Benefits:

  • Medical, dental, and vision insurance
  • Short- and long-term disability insurance
  • Basic and supplemental life insurance
  • AD&D insurance
  • Identity theft protection
  • Pet insurance
  • Group home & auto insurance
  • Matched 401(k) savings plan
  • Up to 8 company paid holidays per year
  • Up to 6 personal days per year
  • Paid parental leave
  • Adoption assistance
  • Tuition assistance
  • Premium pay such as overtime, shift differential, holiday pay, and allowances, depending on the role
  • Up to 15 days of vacation per year for newly hired employees, increasing with additional service
  • Incentive-based compensation with potential to earn more
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