Director Operations

About the role

Touchstone Communications is looking for an experienced, strategic and results-driven Director Operations to lead operational performance, business strategy, financial optimization, people development and client success. The role aligns the company's vision with financial and human capital objectives and applies best industry practices to optimize processes. The ideal candidate has strong leadership experience in the outsourcing/BPO industry, a track record managing large-scale operations and a deep understanding of financial performance, workforce optimization, client relationship management, technology and process improvement.

Key responsibilities

• Design, communicate and establish short- and long-term business strategies, align company and client goals, and direct and evaluate financial controls to optimize profits.
• Analyze budget allocations, profit and loss statements and ROI, and identify growth opportunities.
• Implement client/account SLAs, integrate technology and processes into seamless workflows, and create and run SOPs for campaigns.
• Monitor operating and financial results against plans, budgets and forecasts, and set metrics and standards for operational efficiency.
• Direct, mentor and train associates, set performance benchmarks, build a pipeline of successors and plan for future resource needs.
• Identify and connect potential clients, design client acquisition strategies, handle RFPs, proposals and contracts, and lead client onboarding and onboarding transitions.

Required profile

• Master's degree required.
• Minimum of 10 years of progressive leadership experience in operations and human resources in a related industry.
• Demonstrated ability to drive operational efficiency and process improvement in an outsourcing environment.
• Experience advising clients and making decisions based on their business drivers and complexity.

Required skills

• Proficiency in AI, data-to-voice and voice-to-data integration, unified communications, cloud systems, big data and data analytics, and voice recognition automation.
• Ability to adapt to changing industry tools and trends and embed them in the operations strategy.