We are looking for a Director, Resolution & Recovery Operations to join our growing team! In this role, you will be a strategic enterprise leader responsible for the orchestration of complex customer support operations across voice, chat, SMS, email, and case-based channels. As part of a centralized shared services team, you will play a pivotal function in resolving escalated customer and order issues that fall outside standard workflows serving as the critical recovery layer for all frontline contact center channels and customer touchpoints. With deep operational insight and a strong grasp of omnichannel dynamics, you will drive process optimization, partners cross-functionally across the enterprise, and leverage data and Six Sigma methodologies to reduce friction and deliver measurable improvements to customer satisfaction, speed to resolution, and operational efficiency. This is a highly strategic role that directly impacts customer experience, operational health, and revenue protection. You will be required to have the ability to navigate a matrixed organization, influence at all levels, and execute transformational initiatives in a fast-paced, customer-centric environment.
As a Director, Resolution & Recovery Operations, your duties and responsibilities will include:Strategic Operations & Omnichannel LeadershipLead the resolution and recovery operations supporting customer interactions across all inbound and outbound channels: voice, chat, SMS, email, and digital case workflowsServe as a key leader within the contact center ecosystem, supporting sales, service, retention, and technical support by addressing complex order and service falloutsDrive forward-looking operational strategies that improve exception handling, elevate customer satisfaction, and reinforce organizational agilityProcess Optimization & Performance ImprovementLeverage Six Sigma or equivalent continuous improvement frameworks to identify bottlenecks, eliminate manual workarounds, and streamline order fulfillment and service resolution processesDefine KPIs, analyze data trends, and implement solutions that reduce repeat contacts, shorten cycle time, and improve resolution ratesBuild automation- and ROI-driven business cases to support investments in system enhancements and process changesEnterprise Collaboration & Shared Services AlignmentAct as a strategic liaison across departments—Sales, Field Operations, Product, Marketing, IT, and CX Process teams—to ensure alignment and seamless execution on customer-impacting initiativesDrive shared accountability for process and service quality improvements across internal and external contact center partnersLead change management efforts tied to new technology rollouts, policy updates, and service delivery model shiftsVendor & Budget ManagementOversee internal teams and outsourced vendors delivering support functions. Drive performance through structured scorecards, SLAs, and improvement plansOwn the operating budget for resolution operations, managing cost control, performance ROI, and vendor accountabilityReporting & Executive CommunicationProvide regular performance reports and strategic insights to senior leadership, highlighting challenges, recovery trends, and opportunities for proactive improvementContribute to long-term planning, investment prioritization, and customer transformation initiatives