If you are looking for an opportunity to help clients find solutions to their challenges and motivate a team to be successful, our Director Account Operations is a role to consider. You will be the key contact for our clients, your Account Ops Managers and internal operations/ support teams in designated call centers. This client services role uses an understanding of our client’s business objectives to manage their customer service strategies, solve client problems and expand our opportunities for revenue growth.
In this role you will:
- Liaise with Client Executives as key point of contact, communicating account strategy to our internal team and driving success
- Be responsible for existing account development and financial ownership for multiple client programs
- Submit weekly Summary to the Leadership Team and client management
- Systematically identify issues with client programs and correct
- Analyze back-end data to determine profitable segments
- Ensure business performance and campaigns remain profitable for Results and client
- Monitor project launch to ensure all components are completed successfully
- Grow account volume and determine additional lines of business within client
- Develop strategy to make client programs more profitable
- Understand all functional areas to assist in streamlining operations functions to ensure the account’s success
We are looking for someone who:
- Can bring a minimum of 7 years progressive management and leadership of project and implementation teams
- Earned a Bachelor’s Degree in Business or related field
- Has experience in a call center or BPO company working directly with client management
- Accomplishes goals in a timely, productive and fiscally responsible manner
- Can grasp concepts and effectively communicate them to staff
- Focuses on continuous improvement and operational optimization
- Works effectively in a constantly changing environment
- Will be open to travel up to 50% based on client needs and location
- Can work remotely when not at a specific site.
- This position can be based in a number of locations, to be discussed
About ResultsCXResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
