Senior Director, Operations

InteLogix

Senior Director of Operations ensuring efficient operation of customer experience centers across US and offshore locations. Overseeing staffing, project management, and client relations with performance accountability.

Posted 7/21/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $110,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in P&L management, client relationship management, and leadership development, with a strong ability to coach teams and optimize operational performance. Proficient in developing strategic account plans and managing large teams in both brick-and-mortar and virtual environments.

Highest-signal resume keywords

P&L ManagementClient Relationship ManagementLeadership DevelopmentSOP Ownership/DeploymentTeam Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Budget ProjectionPerformance Metrics AnalysisStrategic Account PlanningSOP DocumentationTime Management

Soft Skills

Verbal CommunicationWritten CommunicationCoachingInfluencing StakeholdersAdaptability

Tools & Technologies

Microsoft ProductsWindows-Based Operating Systems

Industry Keywords

Call Center ManagementInternational OperationsEmployee DevelopmentClient KPI ManagementWorkforce Management

Tech Stack

Tools & technologies

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About the role

Key responsibilities & impact

Understand our unique offerings, and how those can solve for specific business challenges and bring incremental value to your relationships.
Own tracking, optimization, and thought leadership actions surrounding customer feedback and disseminating business insight cross-functionally.
Build and maintain a capable and well-trained staff of employees
Accountable for staffing, work assignments, budget projection and expense management.
Accountable for P&L for regional oversight as a whole, to the gross margin level.
Meets client KPI’s for designated region consistently
Ensure proper staffing is in place to meet client objectives, in partnership with the workforce management team.
Oversee all relevant projects; supervises efforts to exceed InteLogix/client goals and objectives; coordinate plans of corrective action on problems identified by client.
Monitor all administrative functions.
Oversight of brick and mortar, and virtual working environments internationally.
Supervise subordinate management in weekly coaching reviews of each employee to ensure correction of deficiencies and to determine each employee’s progress.
Recommend salary increases and other changes in employee status to leadership, in conjunction with input from subordinate Managers.
Work closely with the Management team to coordinate effective operations in all areas of the Center.
Maintain good client relations; reports area of concern regarding client relations to the VP.
Develop future talent for region by creating robust leadership development SOP’s in partnership with the full Operations and Training teams
Outline and maintains SOP’s for the CX Operations Organization.
Be responsible for establishing/maintaining a professional work environment
Adhere to Company attendance, punctuality, and meal and rest break requirements
Maintain concentration and focus in order to meet performance goals
React positively to an ongoing, changing environment
Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
Maintain good working relationship with assigned supervisors and coworkers
Serve as a trusted partner and consultant to our clients, helping them achieve mutually identified business outcomes through added solutions/services.
Demonstrable ability to communicate, present and influence stakeholders including C-level.
Perform additional duties as required by management from time to time.

Requirements

What you’ll need

Bachelor's degree in management, finance, or accounting or 5+ years in call center management
Previous experience in managing/documenting SOP’s preferred
Strong skills in verbal and written communication
Leadership development background, including managing an end to end process for bench strength planning
SOP ownership/deployment background
Ability to coach team members to consistently meet performance objectives
Ability to travel up to 50% of the time as needed
Experience managing large teams (1200+ FTE)
The ability to develop a strategic account plan
Bridge planning background
P&L management background
Client relationship management background
International operational ownership background
Effective time management skills working remotely and the ability to work collaboratively across all levels of the organization
Experience in making decisions based on business metrics
Employees must be able to type accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems.
Thorough knowledge of Microsoft products
Employees will primarily work from home requiring the ability to self-manage and prioritize their workload.
The employee’s home office environment must be conducive to professional participation in online meetings with an internet connection supporting both audio and video.
Employees may be required to work near others during regular site visits, client visits, client performance reviews, and conferences/offsite meetings.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development
Bonuses
Stock options
Equipment allowances
Wellness programs