Executive Director of Operations

OKIN Process, Inc.•San Antonio, TX

1d•$110,000 - $130,000•Onsite

About The Position

As the Executive Director of Operations for OKIN, you will fulfill a senior leadership role. This role will focus on strategic oversight, driving operational excellence, and ensuring alignment with organizational goals, reporting directly to the Vice President.

Requirements

10+ years in progressive leadership within call center, contact center, or customer service operations, including 5–8+ years in senior management roles (Director or higher). Experience managing large teams (200+ agents/seats) or multi-site operations is common; prior roles often include Call Center Manager, Operations Manager, or Director of Operations.
In-depth knowledge of BPO Center, call center metrics, workforce management, quality programs, and performance analytics.
Proven ability in strategic planning, change management, process optimization, and technology integration (ACD, CRM, dialing systems, analytics tools).
Strong leadership, team building, communication, and interpersonal skills to motivate large teams and collaborate cross-functionally.
Budgeting, financial acumen, and experience with cost optimization while maintaining or improving service levels.
Analytical mindset for data-driven decisions; familiarity with compliance, quality assurance, and customer experience frameworks.
Track record of achieving quantifiable measurable improvements in KPIs, employee engagement, and customer satisfaction.

Responsibilities

Provide executive leadership and strategic direction for call center/contact center operations, including oversight of daily functions, multi-channel customer interactions (phone, email, chat), and performance across one or more sites.
Develop and execute operational strategies to enhance efficiency, customer experience, and business outcomes; align with broader company objectives.
Monitor and optimize core KPIs such as service level, AHT, FCR, CSAT/NPS, abandonment rate, occupancy, quality assurance scores, and agent performance metrics.
Manage budgets, resource allocation, forecasting, cost control, and vendor relationships; often includes partial or full P&L responsibility in larger setups.
Lead process improvements, technology implementations (CRM, IVR, WFM tools, omnichannel platforms), automation initiatives, and continuous improvement efforts.
Build, mentor, and lead teams of directors, managers, supervisors, and frontline staff; focus on talent development, culture, training, and high-performance environments.
Ensure regulatory compliance, risk management, quality standards, and cross-functional collaboration (with IT, sales, finance, or client partners).
Drive customer-centric outcomes, revenue support (in sales-oriented centers), and scalability for growth or multi-site operations.