Director, Customer Operations (On-Site)

Job Description

Job Description

Job Summary:

The Director, Customer Operations is a key leadership role within the Customer Care organization at Neumo. This position holds two distinct and complementary areas of accountability: direct production responsibility for contact center teams serving Business Unit clients and citizens, and ownership of the planning, quality, and operational excellence functions that keep the broader Care organization running at scale.

This leader operates as a close partner to the VP of Customer Care — helping set strategic direction for the Care organization, driving decisions that cut across teams, and representing Care leadership with internal stakeholders, cross-functional partners, and clients. They provide formal leadership to a set of frontline support teams while also shaping the systems, standards, and infrastructure that all Care teams depend on.

This is a high-ownership role for a leader who can operate at multiple altitudes — making strategic decisions in the morning and resolving operational risks in the afternoon — and who builds trust across teams through both results and character.

Duties and Responsibilities:

Customer Support Operations — Business Unit Teams

• Provide direct leadership and operational oversight for contact center teams (both on-site and remote) supporting Business Unit clients and citizens, ensuring consistent service levels, resolution quality, and client confidence
• Own performance outcomes for assigned BU support teams — including service level attainment, backlog health, quality, and escalation management
• Lead the integration of BU support teams into the consolidated Care model, balancing continuity of client relationships with the move toward standardized, scalable operations
• Serve as a senior escalation point for high-complexity client issues, working across Care, Business Units, Product, and IT to drive resolution
• Partner with Business Unit leaders to align support operations with client needs, product changes, and growth commitments
• Track, identify, and elevate trends and root issues surfaced by BU support teams — bringing patterns and systemic drivers to partner organizations such as Product and Business Units for joint prioritization and resolution

Operational Planning — Strategy & Governance

• Set the strategic direction for Care’s planning and operations functions — defining how the organization forecasts demand, staffs to it, schedules for it, and governs adherence to it
• Establish and own the workforce management framework across the Care organization, including service level targets, scheduling standards, real-time management protocols, and adherence accountability
• Make significant decisions on Care’s operational model — including capacity approach, queue design, channel prioritization, and coverage strategy — in close partnership with the VP
• Monitor organizational performance data and lead the response to emerging risks, ensuring corrective action is taken at the right level with the right urgency

Process, Standards & Continuous Improvement

• Define and govern the operational standards that apply across all Care teams — including escalation protocols, real-time management norms, attendance and scheduling policy, and cross-team coordination models
• Lead Care-owned improvement initiatives end-to-end — for example, developing and deploying a unified attendance policy, establishing coordinated WFM-to-supervisor protocols, or designing a new escalation framework
• Direct Care’s participation in cross-functional projects — for example, serving as the accountable Care leader for a Service Cloud capability rollout, a self-service channel introduction, or a platform migration affecting frontline teams
• Ensure improvements are durable: measured, embedded into operating rhythm, and sustained after launch; Responsible for team and project budgets

Quality, Training & Enablement

• Set the direction and standards for Care’s quality framework — defining what good looks like, how it is measured, and how results drive coaching and improvement
• Oversee training program design and effectiveness, ensuring agents and supervisors are equipped to perform at the level the organization requires
• Use quality and performance data to identify systemic gaps and direct targeted interventions at the team and individual level

Strategic Leadership & VP Partnership

• Serve as a key thought partner to the VP of Customer Care on org design, strategic priorities, and multi-year capability building
• Represent the VP in senior leadership forums, cross-functional working groups, and client-facing engagements, with the authority to speak for and commit Care to decisions
• Contribute to the development of the Care strategy and annual operating plan, including investment prioritization, headcount modeling, and transformation roadmap sequencing
• Build and develop a high-performing leadership team — coaching managers, creating clarity on roles and expectations, and building bench strength across the organization

Education and Experience:

• 8+ years of progressive experience in customer operations, contact center leadership, or a related field, with at least 3 years in a director or senior manager role leading multiple teams
• Demonstrated experience owning both frontline production operations and the planning, quality, or improvement functions that support them
• Track record of leading teams through change — integrations, platform migrations, process standardization, or org design transitions
• Experience working across organizational boundaries — with product, technology, legal, or business unit partners — to drive cross-functional outcomes
• Background in government services, tax administration, or regulated industries is a plus

Knowledge, Skills and Abilities:

• Strategic thinker who can set direction, make decisions under ambiguity, and communicate a clear rationale to the teams they lead
• Operationally sharp — able to move from strategy to execution without losing sight of either
• Strong people leader who develops others, builds high-trust teams, and holds people accountable with clarity and respect
• Credible and effective with clients, senior leaders, and cross-functional partners — able to represent Care with confidence in high-stakes settings
• Data-driven with strong analytical instincts; able to translate complex operational data into decisions and narratives
• Resilient and adaptable in a fast-moving, post-merger environment where priorities evolve and ambiguity is the norm

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.