Job Description

Lead a team of Captive Support professionals by driving operational excellence, developing employees, and ensuring consistent delivery of service, quality, and productivity goals. This role partners with leadership to implement process improvements and automation initiatives while fostering a culture of accountability and continuous improvement. Success in this role requires balancing people leadership with operational excellence to deliver results and build a collaborative, engaged team.

EDUCATION AND EXPERIENCE:

• Bachelor's degree or equivalent experience.
• Five (5) or more years of operations or service leadership experience, including at least two (2) years of direct people management in a metrics-driven environment with demonstrated success improving operational performance through KPIs, SLAs, coaching, and continuous improvement.

SKILLS/COMPETENCIES REQUIREMENTS:

• People Leadership: Builds engaged, high-performing team through coaching, feedback, development, and accountability.
• Operational Excellence: Drives consistent execution through standardized processes, workload planning, and continuous improvement.
• Data-Driven Decision Making: Uses KPIs, SLAs, and operational metrics to identify trends, solve problems, and improve performance.
• Change Leadership: Successfully implements new processes, technologies, and automation initiatives while leading teams through change.
• Communication & Collaboration: Builds strong partnerships across Program Management and communicates priorities, expectations, and results effectively.
• Strategic Problem Solving Anticipates operational challenges, identifies root causes, and develops practical solutions aligned with department objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead, coach, and develop a high-performing team through regular feedback, performance management, career development, and employee engagement.
• Establish clear performance expectations and hold team members accountable for productivity, quality, customer service, and SLA performance.
• Monitor operational metrics, analyze trends, identify root causes, and implement data-driven solutions that improve performance and operational efficiency.
• Oversee workload balancing, staffing priorities, resource planning, and capacity management to ensure consistent service delivery.
• Partner with leadership to implement process improvements, automation initiatives, operational reporting, and change management strategies.
• Champion operational maturity by standardizing processes, leveraging performance data to inform decisions, and fostering a culture of accountability, collaboration, and continuous improvement.
• Collaborate with Training & Development to onboard, train, and develop employees.