Sr. Director Operations / Site Director

The Director of Operations is responsible for providing strategic and operational leadership across all areas of the organization to drive efficiency, scalability, and performance. This role oversees end-to-end business operations, ensuring alignment between operational execution, financial stewardship, and organizational objectives.

The Director of Operations leads the development and implementation of operational strategies, oversees budgeting and resource allocation, and ensures cross-functional collaboration to achieve performance targets and business goals. With a strong focus on continuous improvement, compliance, and people leadership, this role plays a critical part in supporting sustainable growth, operational excellence, and long-term profitability.

The Director of Operations serves as a key driver of strategic initiatives while ensuring day-to-day operations are executed efficiently, consistently, and in alignment with company standards and values.

Key responsibilities:

• Develop, implement, and oversee day-to-day operational systems and processes to ensure visibility into performance goals, initiative progress, and operational risks
• Identify operational bottlenecks, design scalable solutions, and drive continuous improvement initiatives to enhance efficiency, quality, and customer experience. Lead and manage complex, multi-functional call center operations with a proven ability to drive operational excellence and achieve business objectives
• Full P&L management and accountability.
• Partner with department heads, executive leadership, external partners, and vendors to support strategic planning and operational decision-making. Establish, monitor, and analyze key performance indicators (KPIs) to ensure operational effectiveness, service level attainment, and timely execution of deliverables
• Design and execute enterprise-wide growth strategies, including process optimization, cost-control initiatives, and resource planning to maximize productivity
• Ensure full compliance with company policies, regulatory requirements, labor laws, and industry standards across all operational functions
• Collaborate closely with Human Resources to promote ethical leadership, talent development, employee engagement, and a culture of accountability, inclusion, and trust

Key requirements:

• Seven or more years of Senior- level experience in the BPO/collections industry
• A solid background in operations management, and strategic planning is strongly recommended.
• Exceptional organizational, communication, and leadership skills demonstrated through sustained professional success in senior leadership roles
• Advanced knowledge of core operational functions, including finance, customer service operations, workforce management, performance optimization, and people leadership
• Proven ability to design, implement, and manage operational processes that drive efficiency, productivity, and service excellence
• Demonstrated capability to streamline organizational structures, clarify roles, and implement scalable frameworks that support rapid business growth and changing operational demands
• Strong working knowledge of applicable industry regulations, labor laws, and legal compliance standards governing call center and service-based operations

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Relocation assistance
• Vision insurance

Company Information

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within proof that growth isn’t just a promise, it’s our culture.

From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one.

This is where potential turns into progression. Welcome home.

We Are an Equal Opportunity Employer

Diversity makes us stronger. We welcome applicants of all backgrounds and strive to make our workplace inclusive and accessible to everyone.

• cp360.talentmatch.h2r.ai/Job-description/1801/