[Hiring] IT Operations Director @Compass Experience Labs

Role Description

The Director, IT Support Operations serves as the subject matter expert for all IT support contact center solutions across Compass. This role provides strategic and operational leadership for multiple IT Support Operations Managers overseeing client programs within a high-volume, multi-channel BPO environment.

The Director is responsible for ensuring the delivery of high-quality, efficient, and cost-effective IT support services across various customer support channels. This role partners closely with clients and internal stakeholders to drive operational excellence, achieve contractual service level agreements (SLAs), optimize financial performance, and foster a strong employee culture.

This is a remote, work-from-home position but will later transition to working in the Hyderabad office.

Key Responsibilities include:

• Leadership & Strategy:
  • Provide strategic direction and leadership for the organization's IT programs.
  • Serve as the senior subject matter expert contact for all things IT support.
  • Oversee multiple Tech/IT support client programs.
  • Attend new client demo/Sales discussions representing IT support as needed.
• Operational Oversight:
  • Oversee a team of various operations managers leading day-to-day operations.
  • Ensure direct reports meet SLAs, KPIs, and quality metrics.
  • Ensure execution of bridge plans for any KPIs not meeting targets.
• Process Improvement & Quality Assurance:
  • Identify opportunities for process optimization, automation, and continuous improvement.
  • Work closely with Quality, Training, and Workforce Management teams.
• People Management:
  • Oversee, support, and develop a team of IT support operations managers.
  • Conduct performance reviews and coach for career development.
• Client Engagement & Relationship Management:
  • Build and maintain relationships with client partners.
  • Maintain regular communication to ensure satisfaction and address IT concerns proactively.
• Financial & Resource Management:
  • Monitor budget, efficiencies, and resource allocation.
  • Provide regular updates to the senior leadership team on program performance.
• Compliance & Risk Mitigation:
  • Ensure adherence to data privacy, security, and compliance standards.
  • Mitigate risks through proactive incident management and business continuity planning.

Qualifications

• 10+ years of experience in BPO operations, with at least 6+ years in a senior leadership role managing IT or technical support programs.
• Strong understanding of ITIL, service management frameworks, or related methodologies.
• Experience managing large teams and working with international clients, especially in tech industries.
• Proven track record of meeting/exceeding operational KPIs and client expectations.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with strong problem-solving abilities.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Requirements

• Ability to operate a computer/laptop and a headset.
• Ability to perform all duties of the job while sitting for prolonged periods.
• Ability to multitask and remain calm under pressure, especially during peak hours.

Availability

• Full-time position with weekdays, weekends, and nighttime availability.
• This position works Monday - Friday 9am EST - 6pm EST.