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