Director, Support Operations

Responsibilities

• Lead and develop a team of managers across three functions: retail CX complex case resolution and high value customer support, advisor support for BAS product line, and support operations (product/eng liaison, VoC, and launch readiness).
• Own two BPO partnerships end-to-end — contract management, SLA accountability, quality programs, and day-to-day performance.
• Manage the Support budget with rigor: own forecasting, capacity planning, and cost decisions across internal and BPO channels.
• Set and hold a high quality bar across all channels, using data to identify gaps and drive measurable improvement.
• Serve as a senior escalation point for complex cases requiring coordination across Legal, Compliance, Fraud, Engineering, or executive stakeholders.
• Partner cross-functionally to ensure support teams are prepared for product launches, regulatory changes, and operational shifts — and that customer signals inform what we build.
• Identify what's broken, build the case for change, and own outcomes.

Requirements

• Significant experience in CX or support leadership, with a track record of scaling teams and raising the bar on quality and performance.
• Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability.
• Financial acumen — owned a multimillion-dollar budget and made resource allocation decisions under pressure.
• Strong forecasting and capacity planning capabilities; build models that translate into real operational decisions.
• Deeply analytical and data-driven — define success with metrics, track outcomes rigorously, and use data to make decisions.
• High accountability and ownership — drive things forward, follow through, and expect the same from your team.
• Excellent judgment and communication; navigate complex, sensitive situations and present clearly to audiences from frontline agents to the C-suite.
• Experience in fintech, financial services, or a regulated environment strongly preferred.
• Familiarity with Zendesk or comparable support platforms; QA tooling and VoC platforms a plus.

Compensation & Benefits

• Base salary range (New York City): $155,000-$185,000
• Eligible for variable compensation in the form of a company incentive bonus.
• Equity for all employees, including new hire and refresher grants.
• Medical, dental, and vision coverage; life and AD&D insurance; short- and long-term disability; infertility support and WPATH-aligned transgender health benefits; EAP; transit benefits and FSA/HSA options.
• Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.
• Company-paid professional coaching for all employees.
• Day-one 401(k) match plus matching on qualified student loan payments.