Operational Leadership 

• Lead and oversee daily business support operations.
• Assist operational performance through effective planning, execution, and performance management.
• Monitor key performance indicators (KPIs) and implement action plans to achieve service, quality, productivity, and financial targets.
• Forecast operational needs and recommend strategies to support organizational growth and scalability.
• Identify operational risks and suggest/implement proactive solutions to mitigate business impact.
• Ensure operational excellence through process standardization, continuous improvement initiatives, and best-practice implementation. 

Performance Management 

• Analyze operational trends and performance data to identify opportunities for improvement.
• Conduct regular business reviews with leadership teams to ensure alignment with strategic objectives.
• Develop and execute performance improvement plans where necessary.
• Ensure service level agreements (SLAs), quality standards, and customer experience expectations are consistently achieved. 

Leadership Development 

• Provide direct leadership, coaching, and mentorship to to local Operations leaders, Supervisors, and emerging leaders.
• Build a high-performance culture focused on accountability, engagement, and professional development.
• Support succession planning and leadership pipeline development.
• Conduct regular leadership meetings to communicate business objectives and operational priorities. 

Employee Engagement & Culture 

• Foster a positive, inclusive, and performance-driven work environment.
• Promote employee engagement initiatives that strengthen retention and organizational culture.
• Partner with Peoples team to support employee relations, recognition programs, coaching, and performance management.
• Serve as a role model for Broadway Support Services' values and leadership expectations. 

Quality, Compliance & Process Improvement 

• Ensure compliance with company policies, procedures, client requirements, and applicable regulations.
• Lead audits of operational processes and implement corrective actions as needed.
• Drive continuous improvement projects focused on efficiency, quality, and client/employee satisfaction.
• Maintain and manage our second location, and have the ability to travel to more than one location if necessary. 

Strategic Partnership 

• Partner with senior leadership to execute organizational initiatives and operational strategies.
• Collaborate cross-functionally with Peoples team, L&D, Workforce Management, Quality Assurance, IT, and other business units.
• Provide recommendations and business insights to support company growth and operational effectiveness.
• Prepare and present operational performance reports to executive leadership. 

Education & Experience 

• Bachelor's degree in Business Administration, Operations Management, Human Resources, or a related field preferred.
• Minimum 5-7 years of progressive leadership experience in contact center operations, business process outsourcing (BPO), or operational management.
• Experience leading multiple teams, departments, or business functions.
• Demonstrated success in driving operational performance and leading teams in a fast-paced environment.
• Experience managing KPIs, workforce planning, client expectations, and operational budgets preferred. 

Knowledge & Skills 

• Strong knowledge of contact center operations and customer experience management.
• Proven leadership and people development skills. Strong analytical, organizational, and decision-making capabilities.
• Excellent communication, presentation, and interpersonal skills.
• Experience with performance management, process improvement, and change management initiatives.
• Advanced proficiency in Microsoft Office Suite, including Excel, Power BI, and PowerPoint preferred.
• Ability to influence and collaborate across all levels of the organization. 

Core Competencies 

• Strategic Thinking
• Results Orientation
• Accountability
• Team Leadership
• Operational Excellence
• Continuous Improvement
• Customer Focus
• Coaching & Development
• Problem Solving
• Business Acumen
• Collaboration
• Change Leadership