This job posting has expired
Expired on April 2, 2026
Director, Customer Operations
Job Description
Paramount Commerce is seeking a Director, Customer Operations to lead its 24/7 contact center. This role focuses on turning support into a strategic advantage by transforming customer interactions into product intelligence. You will own the CX technology stack (Genesys), lead global workforce planning, and act as a cross-functional partner to Product and Engineering to remove user friction.
Responsibilities
- Lead a global, 24/7 support team with strong workforce planning
- Design a white glove experience for high-value customers
- Translate pain points into business impact data
- Lead Friction Reviews with Product and Engineering
- Own and optimize the Genesys CX ecosystem and AI strategy
- Shift the team to outcome-driven performance metrics
- Mentor managers and team leads
Qualifications
- 10+ years in Customer Operations or Support leadership
- Experience in B2B or Enterprise environments
- Experience in gaming, payments, or fintech
- Technically fluent with modern contact center platforms, specifically Genesys Cloud
- Commercially sharp with budget and vendor negotiation experience