Director, Outsourced Service Operations

Frisco, TX, United States

Director, Outsourced Service Operations page is loaded Director, Outsourced Service Operations Apply locations US, Texas, Frisco United States time type Full time posted on Posted 6 Days Ago job requisition id JR0031158 Job Title: Director, Outsourced Service Operations Role Overview: Is transforming VMOs and CX Operations your driving passion? Do you understand how to motivate teams in service of customers? Do you want to be part of redefining success as part of the CX leadership team? As the Director of Outsourced Service Operations, you will lead a team of vendor management organization (VMO) professionals dedicated to providing exceptional support to McAfee’s customers.

Your expertise in VMO leadership, CX operations management in a service, technical support, retention, and revenue generation environment will be key to ensuring McAfee Customer Service Groups’ transformation to an industry service leader! Your strong leadership and communication skills will be vital in transformational operational excellence in outsourced BPO operations. Opportunities for career advancement in this role are substantial.

This is a remote position; however you may be required to be onsite at our Frisco, TX office on as-needed basis. We will only consider candidates who are in a commutable distance to Frisco, TX and are not offering relocation assistance at this time. About the role:

• Directly own the VMO

• Manage Customer Services Group’s outsourced operations performance

• Collaborate closely with cross-functional teams to develop and implement continuous performance improvement strategies in customer satisfaction, retention, and revenue

• Drive operational excellence and foster a customer-centric culture

• Design and implement VMO Governance in line with industry best practices

• Accountability for all outsourcing efforts and vendor management relationships as well as ongoing footprint strategy

• Oversee VMO and outsourcing budget and establish cost containment processes without sacrificing McAfee customer journey quality

About you:

• Visionary leadership experience in dramatically transforming a legacy, organically grown VMO into a high-performing Outsourced Service Operation group

• Deep understanding of outsourced service operations, pricing models, and BPO relationship management to deliver on excellent CX service to McAfee’s customers

• 10+ years in Contact Center Management with at least 3 years leading a VMO

• MBA is a plus; COPC Certified Outsourced Operations Leader desired; COPC Customer Experience Performance Leader desired

• Understand VMO cost containment processes and ensure McAfee has an effective one in place

• Significant knowledge of human-assisted and digital customer channel management

• Ability to design and provide leadership to the VMO governance model

• Director-level understanding of how contact center metrics relate to one another analytically; can use this knowledge for data-based decision-making and problem-solving

• Direct knowledge of cultural nuances in a global support environment and ability to adjust support strategies and methods to achieve results

• Able to work with different business units across multiple time zones and countries

• Build relationships and collaborate effectively to influence change at all organizational levels

• Change agent at a leadership level

• Energized by solving problems, delivering KPI results, fostering change and engagement

• Exceptional problem-solving, critical thinking, and analytical skills

• Understand impact of changes and upgrades you make

• Demonstrated ability to work independently with a solid sense of ownership

• Effective decision-making skills; can choose prompt course of action from options involving uncertainty or risk

• Comfort with uncertainty, flexibility with changing priorities and timelines, and ability to thrive in a fast-paced environment

• Team player who develops strong relationships, can inspire teams, is able to influence stakeholders, and drive cross-functional alignment to accomplish strategic objectives

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Company Overview McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Bonus Program

401k Retirement Plan

Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage

Paid Parental Leave

Support for Community Involvement

14 Paid Company Holidays

Unlimited Paid Time Off for Exempt Employees

96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

The starting pay range for this position is $141,680.00-$232,760.00. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner. Please click here to view and download the Job Applicant Privacy Notice, which applies to all McAfee job applicants who are residents of the state of California.

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