Job Description
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
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:
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.
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
- 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
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
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.
Numbers & Facts
| Location | DeerValley, AZ |
| Industry | Business Services - Other |
| Company Size | 20 to 49 employees |
About Company
Emerge extends sales, marketing, and business management teams for enterprise corporations. We put exceptional people, processes, and systems into action to help our clients achieve their business goals.
We are a collection of people who care deeply about our clients, family, friends and co-workers. Working together to solve our clients’ Staffing and Managed Services needs is what drives us to work in the morning, powers us through hectic travel and keeps the wide smiles on our faces every day.
Skills
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