Associate Director, Customer Support (Operations Center)

📋 Description Lead workforce management activities, including scheduling, forecasting, headcount planning, and timecard management to ensure optimal staffing and service levels. Lead local shift managers while partnering with global operations leaders to drive alignment and operational excellence across regions. Build and sustain a high-performance, customer-centric culture rooted in accountability, continuous improvement, and operational excellence. Coach, develop, and empower leaders and team members through performance management, targeted training, feedback, and recognition to achieve individual and team goals. Translate organizational strategy into actionable operational plans, measurable outcomes, and scalable solutions that support business growth. Identify operational inefficiencies and leverage data analytics to optimize performance and drive continuous improvement. 🎯 Requirements Bachelor's degree or equivalent practical experience. Minimum 12 years of experience in a contact center or financial services environment. Minimum 5 years of contact center workforce management experience. Proficiency in Google applications (Sheets, Docs, Slides). Proven success scaling operations during periods of rapid organizational growth. Strong understanding of Workforce Management principles, forecasting, scheduling, and capacity planning. 🎁 Benefits A discretionary annual bonus Long-term incentive in the form of a new hire equity grant Comprehensive health plans 401K with company matching Paid Parental Leave Flexible time off