Senior Director, Contact Center – Service Delivery Operations

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $172k - $200k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Transamerica

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1904

💼 Consulting

🏥 Healthcare

💸 Finance

Consulting • Healthcare • Finance

Transamerica is a financial services company that provides a diverse range of products and services, including life insurance, retirement planning, mutual funds, annuities, and employee benefits. It aims to help individuals plan for their financial future and live their best lives by offering research-based tools, education, and guidance. Transamerica works with institutions and advisors to deliver solutions and services designed to attend to the evolving needs of individuals and employers. They also focus on retirement security and investment management, emphasizing innovation and leadership in the financial industry.

📋 Description

• Set enterprise strategy and operating model for contact center and service delivery functions • Lead through senior leaders and directors to ensure consistent execution of service, performance, and experience standards • Establish governance, performance frameworks, and operating rhythms to drive accountability and transparency • Oversee service delivery outcomes, customer experience, and operational effectiveness across functions and locations • Partner with executive leadership to align operational strategy with business objectives and transformation initiatives • Sponsor large-scale initiatives focused on modernization, efficiency, and continuous improvement • Serve as an executive escalation point for complex operational, customer, and risk-related issues • Use data, insights, and trends to inform decision-making and long-range planning • Build partnerships with internal stakeholders and external service providers to optimize delivery models • Champion leadership development, succession planning, and a culture of accountability and engagement

🎯 Requirements

• Bachelor’s degree in business or equivalent experience • 12 years of experience in contact center, operations, or service delivery environments • Extensive experience leading people managers and senior leaders across complex, multi-functional operations • Experience developing and executing enterprise-level operational strategies • Experience leading outsourcing strategies and coordinating with third party sourcing partners • Strong ability to use data and metrics to drive performance, customer experience, and operational outcomes • Executive-level communication, influence, and stakeholder management skills • Ability to lead through change, ambiguity, and organizational transformation • Proficient using MS Office tools • Experience in insurance, financial services, or regulated operational environments preferred • Experience leading multi-site, virtual, or outsourced service delivery models preferred • Experience sponsoring large-scale operational or digital transformation initiatives preferred • Project or program leadership experience at the enterprise level preferred

🏖️ Benefits

• Competitive Pay • Bonus for Eligible Employees • Pension Plan • 401k Match • Employee Stock Purchase Plan • Tuition Reimbursement • Disability Insurance • Medical Insurance • Dental Insurance • Vision Insurance • Employee Discounts • Career Training & Development Opportunities • Paid Time Off starting at 160 hours annually for employees in their first year of service • Ten (10) paid holidays per year • Be Well Company holistic wellness program, including Wellness Coaching and Reward Dollars • Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service • Adoption Assistance • Employee Assistance Program • Back-Up Care Program • PTO for Volunteer Hours • Employee Matching Gifts Program • Employee Resource Groups • Inclusion and Diversity Programs • Employee Recognition Program • Referral Bonus Programs • Occasional travel under 10%