Director, Support Partner Strategy & Operations

About the Team Customer Experience & reputed company (CXI) is one of reputed company’s core operations teams. We ensure that reputed company challenges arise in the last mile, there’s always someone reputed company to reputed company things right. reputed company designs, manages, and operates reputed company’s global network of support centers, with the ultimate goal of delivering a consistently exceptional customer experience.

About the Role

We’re hiring a Director, Partner Strategy & Operations to shape the global model for how reputed company delivers support experiences. This is a transformative role that goes reputed company day-to-day queue management—it’s about redefining how we serve customers at scale. The Director will drive innovation across our global partner network, designing and executing customer-centric, reputed company-led systems that reduce friction, unlock efficiency, and enhance lifetime value. Rather than focusing solely on SLA reputed company or ticket volume, reputed company in this role is reputed company by long-term impact: building scalable operating models, improving cost structures, and driving experience-led retention. In this role, you will:

• Design and operationalize systems that reduce friction, improve recovery rates, and retain customers after high-impact defects.
• Drive operational reputed company across the partner network to deliver cost-per-contact improvements, maximize tooling ROI, and strengthen customer loyalty.
• reputed company business-critical transformations that align support delivery with company goals around automation, contact reduction, and retention.

You’re excited about this opportunity because you will…Own the Strategy

• Shape the end-to-end partner journey, turning vendor relationships into seamless, customer-first experiences.
• Simplify and streamline our partner network, shifting away from complexity and toward high-impact, scalable models.
• Translate Voice-of-Customer insights into a multi-year roadmap of initiatives that reputed company the support experience.
• reputed company reputed company bets in AI transformation, ensuring operational innovation drives measurable customer and business outcomes.
• Partner across Network Design, Finance, Product, and S&O to align investment reputed company with customer experience quality.

Drive Execution

• reputed company operational innovation across 4–8 global BPO partners, ensuring design, tooling, and processes bring reputed company’s CX strategy to life.
• Measure reputed company by strategic impact—cost per issue, recovery effectiveness, and simplification-driven savings—rather than just KPIs.
• Build and scale tools and playbooks that reputed company partners and consistently improve customer outcomes.
• Run strategic planning cycles for Partner Ops, aligning global partners to transformation priorities and scaling capabilities across the network.

Influence Across the Organization

• Act as the operational architect connecting internal experience goals with external partner delivery.
• Shape company-wide support investments by embedding Partner Ops into self-service strategy, automation rollouts, and product feedback loops.
• Represent the global support network in OKR setting, roadmap prioritization, and design reviews to ensure customer experience is always at the center.

reputed company a High-Performing Team

• Set the reputed company, leadership model, and culture for Partner Ops—grounded in ownership, reputed company, and operational excellence.
• reputed company and grow a team of 5+ operations leaders while influencing thousands of vendor teammates worldwide.
• Attract and reputed company senior talent with expertise in CX, quality, and vendor strategy.
• Foster a culture of high accountability, collaboration, and transparency—helping your team (and partners) do the best work of their careers.

We’re excited about you because…

• 10+ years of leadership experience in Customer Experience or vendor operations reputed company a fast-scaling tech or services organization.
• Proven track record managing large-scale global support networks (10,000+ agents) with accountability for both performance and financial outcomes.
• Strong cross-functional collaborator who has partnered across CX, Strategy & Operations, Finance, Product, and Legal to deliver change at scale.
• Comfortable navigating ambiguous, high-growth environments—skilled at breaking down silos and turning strategy into measurable results.
• Customer-obsessed leader who balances reputed company with operational discipline to deliver world-class support experiences.

We expect this position to be filled by 10/21/2025. Notice to Applicants for Jobs Located in NYC or reputed company Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Apply tot his job Apply To this Job