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Associate Director – Tech Support Operations
Job Description:
- Oversee the operational, financial, and contractual health of the outsourced partner network
- Serve as the readiness gatekeeper for corporate initiatives launching across the global contact center network
- Manage outsourced technical support center operations and global partner networks
- Audit live technical deployments across voice and chat queues to identify system, tool, or knowledge gaps
- Balance and prioritize multiple overlapping initiatives across global contact center networks
- Execute Operational Impact Assessments 30–60 days ahead of launches, migrations, or policy shifts
- Audit launch deployments on vendor floors and lead post-mortem reviews
- Analyze performance data and design process innovations to reduce repeat calls, escalations, and non-productive dispatch
- Maintain QA/Observation forms and run cross-vendor calibration sessions
- Connect Training, Quality Assurance, Product, and Vendor Operations for uniform initiative adoption
- Manage partner SOWs, MSAs, performance-based billing, and invoice validation
Requirements:
- Bachelor’s degree or four or more years of work experience
- Eight or more years of relevant experience, demonstrated through work and/or military experience or specialized training
- Technical Support Operations experience
- Five or more years of Project Management experience within a Contact Center, Vendor Management, Partner Operations Management, or Customer Success environment preferred
- Deep understanding of contract structures, SOW drafting, and invoice reconciliation
- Proven track record managing complex operational rollouts across multi-site networks
- PMP, Six Sigma, or similar process improvement certification preferred
Benefits:
- Medical, dental, and vision insurance
- Short- and long-term disability insurance
- Basic and supplemental life insurance
- AD&D insurance
- Identity theft protection
- Pet insurance
- Group home & auto insurance
- Matched 401(k) savings plan
- Up to 8 company paid holidays per year
- Up to 6 personal days per year
- Paid parental leave
- Adoption assistance
- Tuition assistance
- Premium pay such as overtime, shift differential, holiday pay, and allowances, depending on the role
- Up to 15 days of vacation per year for newly hired employees, increasing with additional service
- Incentive-based compensation with potential to earn more
