Senior Director of Operational Excellence
2 days ago
The Account Delivery Head is responsible for managing the overall performance and governance of Statements of Work (SOWs) in collaboration with Vendor Account Managers.
The ideal candidate will have 18 years of experience in contact center operations, strong B2C/B2B sales skills, digital marketing ads sales experience, and a proven track record of managing large and diverse teams across multiple sites in a fast-paced environment.
Key Responsibilities:- • Manage day-to-day operations in accordance with requirements and SLAs set out in SOWs. Identify and resolve service delivery issues promptly.
- • Establish the necessary infrastructure to perform services, including technology, financial, human resources, security, facilities, and communication resources.
- • Provide exceptional people and process management, mentorship, and career development to team members.
- • Drive operations teams to deliver continuous improvement and productivity/quality gains.
- • Flag and escalate business risks timely to clients.
- • Oversee overall sales strategy of the business.
- • Maintain high-quality communication with clients for seamless process management.
- • 18 years of experience in contact center operations
- • Strong B2C/B2B sales experience
- • Digital marketing ads sales experience
- • Dynamic leader with experience and passion for managing large and diverse teams
- • Strategic thinker with strong analytical and problem-solving skills
- • Excellent stakeholder and relationship management skills
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