Sr. Director, Consumer Servicing Operations

Qualified Experience

15+ years of progressive leadership experience in contact center, customer operations, or service delivery across multiple countries (e.g., India, South Africa, etc). Large/Globally distributed team management experience. Ability to drive engagement, performance and meet critical KPIs and service standards. Strong experience with multiple contact center technologies (Amazon Connect, LivePerson, etc). Strong background in workforce economics, demand planning, and productivity optimization. Experience working with and implementing modern automation solutions (conversational and generative AI), process/intelligent automation, etc. Experience planning and leading ops and/tech transformation initiatives across a distributed team delivering tangible business impact. Experience leading hybrid, offshore, or outsourced delivery models. Bilingual in English and French, an asset. Key Responsibilities

Lead and oversee daily operations across multi‑channel con...

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