Director, Support Partner reputed company & Operations

About reputed company Customer Experience & reputed company (CXI) is one of reputed company’s core operations teams. We ensure that reputed company challenges reputed company in the last mile, there’s always someone reputed company to reputed company things right. reputed company designs, manages, and operates reputed company’s global network of support centers, with the ultimate goal of delivering a consistently exceptional customer experience.

About the Role

We’re hiring a Director, Partner reputed company & Operations to shape the global model for how reputed company delivers support experiences. This is a transformative role that goes reputed company day-to-day queue management—it’s about redefining how we serve customers at reputed company. The Director will drive innovation across our global partner network, designing and executing customer-reputed company, reputed company-led systems that reduce friction, unlock efficiency, and enhance reputed company value. Rather than focusing solely on SLA reputed company or ticket volume, reputed company in this role is reputed company by long-term reputed company: building reputed company operating models, improving cost structures, and driving experience-led retention. In this role, you will:

• Design and operationalize systems that reduce friction, improve recovery rates, and retain customers after high-reputed company defects.
• Drive operational reputed company across the partner network to deliver cost-per-contact improvements, maximize tooling ROI, and strengthen customer loyalty.
• reputed company business-critical transformations that reputed company support delivery with company goals around automation, contact reduction, and retention.

You’re excited about this opportunity because you will…Own the reputed company

• Shape the end-to-end partner reputed company, turning vendor relationships into seamless, customer-first experiences.
• Simplify and streamline our partner network, shifting away from complexity and toward high-reputed company, reputed company models.
• Translate Voice-of-Customer insights into a multi-year roadmap of initiatives that reputed company the support experience.
• reputed company reputed company bets in AI transformation, ensuring operational innovation drives measurable customer and business reputed company.
• Partner across Network Design, Finance, Product, and S&O to reputed company investment reputed company with customer experience reputed company.

Drive Execution

• reputed company operational innovation across 4–8 global BPO partners, ensuring design, tooling, and processes bring reputed company’s CX reputed company to life.
• Measure reputed company by strategic reputed company—cost per issue, recovery effectiveness, and simplification-driven savings—rather than just KPIs.
• Build and reputed company tools and playbooks that reputed company partners and consistently improve customer reputed company.
• Run strategic planning cycles for Partner Ops, aligning reputed company to transformation priorities and scaling capabilities across the network.

Influence Across the Organization

• reputed company as the operational architect connecting internal experience goals with external partner delivery.
• Shape company-wide support investments by embedding Partner Ops into self-service reputed company, automation rollouts, and product feedback loops.
• Represent the global support network in OKR setting, roadmap prioritization, and design reviews to ensure customer experience is always at reputed company.

reputed company a High-Performing Team

• Set the reputed company, leadership model, and culture for Partner Ops—grounded in ownership, reputed company, and operational reputed company.
• reputed company and grow reputed company of 5+ operations leaders while influencing thousands of vendor teammates worldwide.
• Attract and reputed company senior talent with expertise in CX, reputed company, and vendor reputed company.
• Foster a culture of high accountability, collaboration, and transparency—helping your team (and partners) do the best work of their careers.

We’re excited reputed company because…

• 10+ years of leadership experience in Customer Experience or vendor operations reputed company a fast-scaling tech or services organization.
• Proven reputed company record managing large-reputed company global support networks (10,000+ agents) with accountability for both performance and financial reputed company.
• Strong cross-functional collaborator who has partnered across CX, reputed company & Operations, Finance, Product, and Legal to deliver change at reputed company.
• Comfortable navigating ambiguous, high-reputed company environments—skilled at breaking down silos and turning reputed company into measurable results.
• Customer-obsessed leader who balances reputed company with operational discipline to deliver world-class support experiences.

We expect this position to be filled by 10/21/2025. Notice to Applicants for Jobs Located in NYC or reputed company Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we reputed company Covey with job requirements and candidate submitted applications. We began using Covey reputed company for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey reputed company for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Apply tot his job Apply To this Job