Operations Director

Financial Services Customer Delivery
Emerge is seeking an experienced Operations Director to lead high-performing customer delivery operations within a regulated financial services environment. This leader will oversee large-scale omnichannel contact center operations, drive transformation and operational excellence, and ensure exceptional customer experience across voice, digital, and AI-enabled support channels.

What You'll Do

• Lead and scale customer delivery operations across voice, chat, digital, AI bots, remote, and site-based teams
• Manage large teams, including 400+ agents, while driving service quality, productivity, and engagement
• Lead greenfield launches, large-scale transitions, rapid ramp-ups, and operating model changes
• Own operational performance across key metrics, including service level, ASA, abandonment, AHT, FCR, CSAT, NPS, quality, compliance, schedule adherence, forecast accuracy, attrition, and cost-to-serve
• Manage multimillion-dollar budgets, account P&L, workforce plans, productivity commitments, SLAs, and business cases
• Partner with cross-functional teams including WFM, Quality, Training, Talent Acquisition, Facilities, IT, HR, Risk, and Compliance
• Ensure strong governance, audit readiness, and control remediation within a regulated financial services environment
• Drive technology enablement initiatives such as CCaaS migration, Genesys/AWS, conversational AI, CRM integration, agent assist, automated quality monitoring, knowledge management, and digital self-service
• Build a resilient operating model with strong business continuity, incident response, data security, and customer communication protocols
• Develop leaders, strengthen culture, and support talent acquisition, succession planning, engagement, and retention

What You Bring

• 15+ years of leadership experience in customer delivery operations within financial services, banking, fintech, payments, credit cards, prepaid/debit products, digital wallets, or Banking-as-a-Service
• Proven success leading large omnichannel contact center operations
• Strong background in transformation, transition management, and digital modernization
• Deep understanding of regulated operations and frameworks such as CFPB, SEC, Client, Regulation E, BSA/AML, KYC/CIP, UDAAP, PCI DSS, data privacy, and audit controls
• Executive-level stakeholder management experience, including client governance forums, QBRs, steering committees, and escalation management
• Strong financial and commercial acumen with experience managing budgets, forecasts, and performance commitments
• A track record of building engaged teams, developing future leaders, and improving operational performance

About the Team
This program supports customer operations with a focus on quality, compliance, and service excellence. Team members are expected to demonstrate strong communication, professionalism, and adaptability in a dynamic environment.
Agent Hiring Requirements
Agents supporting this program must meet the following baseline requirements:

• High school diploma or equivalent
• Prior financial services experience preferred
• Strong English comprehension and verbal articulation
• Strong interpersonal and communication skills
• Basic knowledge of prepaid, debit, and credit card products
• Previous customer service experience
• Willingness to work varied or rotating schedules
• Basic compliance training knowledge
• Minimum 2+ years of work experience
• Demonstrated probing and problem-solving skills
• Minimum typing speed of 30 WPM
• Standardized English assessment required

Why Emerge
At Emerge, we value leadership, accountability, and service excellence. We are looking for a seasoned operator who can bring clarity, structure, and momentum to a complex, fast-moving environment.