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About the role
Key responsibilities & impact- Help Desk Standup: Lead the design, staffing, and launch of Elovate’s 24×7 Help Desk.
- Define Tier I and Tier II support scope, escalation paths, and SLA targets.
- Hire and onboard the Help Desk Supervisor and build the team to operationalize round-the-clock support.
- Customer Operations Leadership: Own post-issuance customer operations end-to-end: customer service, Help Desk, correspondence, court packages, and customer success.
- Lead the consolidation of customer service operations into the El Paso contact center, reducing dispersed operations and improving throughput.
- Establish clear performance metrics for customer operations, including CSAT, SLA adherence, escalation rates, and ticket resolution times.
- Serve as the senior escalation point for complex, sensitive, or unresolved customer and client contacts.
- Team Leadership & Development: Directly manage the Customer Care Supervisors, Help Desk Supervisor and Contact Center Supervisor.
- Set individual and team performance goals aligned with departmental SLAs and organizational objectives.
- Partner with HR on hiring, onboarding, performance management, and employee relations matters.
- Build a culture of accountability, quality, and continuous improvement across Customer Care and Help Desk functions.
- Identify high-potential team members and create development pathways to support internal growth.
- Continuous Improvement & Scalability: Shift focus from exception handling and daily execution to process optimization, automation opportunities, and capacity planning.
- Develop a scalable operating model that supports new program onboarding without requiring structural redesign.
- Partner with Processing and Post-Issuance leadership to reduce unnecessary handoffs, improve throughput, and increase accountability.
- Contribute to LD reduction targets by improving expiry management and service responsiveness under centralized operations.
- Reporting & Stakeholder Communication: Produce regular operational reports and performance summaries for the VP of Operations and senior leadership.
- Communicate proactively with Program Management, Field Service, and client-facing stakeholders on Customer Care and Help Desk performance.
- Surface operational risks, staffing concerns, or SLA threats early and propose solutions.
- Build feedback loops between Customer Care and Product/R&D to surface systemic issues impacting customer satisfaction.
Requirements
What you’ll need- 7+ years of experience in customer operations, contact center leadership, or service delivery management.
- Demonstrated experience standing up or scaling a Help Desk or customer support function, including hiring, tooling, and SLA design.
- Track record of leading through organizational change — restructuring teams, realigning spans of control, and centralizing distributed operations.
- Strong analytical skills with ability to define, track, and improve operational KPIs.
- Experience partnering cross-functionally with Program Management, Operations, and Product/R&D.
- Excellent communication and interpersonal skills; comfortable presenting to senior leadership and engaging with external clients.
- Proficient with contact center platforms, CRM tools, ticketing systems, and Microsoft Office Suite.
Benefits
Comp & perks- Travel 20%
- Flexible working hours
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer operationscontact center leadershipservice delivery managementHelp Desk scalingSLA designoperational KPIsprocess optimizationcapacity planningperformance metricscontinuous improvement
Soft Skills
team leadershipcommunicationinterpersonal skillsanalytical skillsproblem-solvingperformance managementemployee relationsaccountabilitypresentation skillscross-functional collaboration