Operations Director

Financial Services Customer Delivery Emerge is seeking an experienced Operations Director to lead high-performing customer delivery operations within a regulated financial services environment. This leader will oversee large-scale omnichannel contact center operations, drive transformation and operational excellence, and ensure exceptional customer experience across voice, digital, and AI-enabled support channels. What You’ll Do Lead and scale customer delivery operations across voice, chat, digital, AI bots, remote, and site-based teams Manage large teams, including 400+ agents, while driving service quality, productivity, and engagement Lead greenfield launches, large-scale transitions, rapid ramp-ups, and operating model changes Own operational performance across key metrics, including service level, ASA, abandonment, AHT, FCR, CSAT, NPS, quality, compliance, schedule adherence, forecast accuracy, attrition, and cost-to-serve Manage multimillion-dollar budgets, account P&L, workforce plans, productivity commitments, SLAs, and business cases Partner with cross-functional teams including WFM, Quality, Training, Talent Acquisition, Facilities, IT, HR, Risk, and Compliance Ensure strong governance, audit readiness, and control remediation within a regulated financial services environment Drive technology enablement initiatives such as CCaaS migration, Genesys/AWS, conversational AI, CRM integration, agent assist, automated quality monitoring, knowledge management, and digital self-service Build a resilient operating model with strong business continuity, incident response, data security, and customer communication protocols Develop leaders, strengthen culture, and support talent acquisition, succession planning, engagement, and retention What You Bring 15+ years of leadership experience in customer delivery operations within financial services, banking, fintech, payments, credit cards, prepaid/debit products, digital wallets, or Banking-as-a-Service Proven success leading large omnichannel contact center operations Strong background in transformation, transition management, and digital modernization Deep understanding of regulated operations and frameworks such as CFPB, SEC, Client, Regulation E, BSA/AML, KYC/CIP, UDAAP, PCI DSS, data privacy, and audit controls Executive-level stakeholder management experience, including client governance forums, QBRs, steering committees, and escalation management Strong financial and commercial acumen with experience managing budgets, forecasts, and performance commitments A track record of building engaged teams, developing future leaders, and improving operational performance About the Team This program supports customer operations with a focus on quality, compliance, and service excellence. Team members are expected to demonstrate strong communication, professionalism, and adaptability in a dynamic environment. Agent Hiring Requirements High school diploma or equivalent Prior financial services experience preferred Strong English comprehension and verbal articulation Strong interpersonal and communication skills Basic knowledge of prepaid, debit, and credit card products Previous customer service experience Willingness to work varied or rotating schedules Basic compliance training knowledge Minimum 2+ years of work experience Demonstrated probing and problem-solving skills Minimum typing speed of 30 WPM Standardized English assessment required Why Emerge At Emerge, we value leadership, accountability, and service excellence. We are looking for a seasoned operator who can bring clarity, structure, and momentum to a complex, fast-moving environment. #J-18808-Ljbffr Emerge