Senior Manager of Contact Center Operations

• The Senior Manager, Contact Center Operations is a high-level operations role responsible for the end-to-end performance and long-term strategy of multiple Contact Center functions (Service, Application Support, Loan Processing, Collections and Complaints) across all relevant P&Ls
• This position is a key member of the senior leadership team, acting as an organizational architect on functional strategy and operational excellence
• The ideal candidate will be focused on driving consistent results, anticipating problems, and cultivating an adaptable, globally aligned culture
• This role reports to the Director of Operations
• Accountability for Operational KPIs with an emphasis on SLA’s
• Help define and execute the strategy and vision for core contact center functions across P&Ls, ensuring all initiatives are fully aligned with executive-level and global business goals
• Direct the creation and utilization of sophisticated global data analysis and reporting infrastructure to identify systemic risks, interpret emerging trends, and inform strategic decisions
• Develop and engage Operations Leaders, establishing a consistent, high-performing culture of innovation and “Best Answer Wins” across the entire contact center organization
• Own and nurture strategic relationships with P&L Leads, stakeholders, and critical support functions (e.g., People Resources, Strategy and Operations, Technology) to drive optimal resource allocation and ensure cross-functional alignment on global performance and objectives
• Proactively identify, champion, and lead complex, organization-wide transformation and change management initiatives that build highly sustainable, adaptable, and scalable global operations
• Lead internal and external communication for the function, including formal presentations of key performance and strategic updates to the executive team

Benefits

• Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results
• Health, dental, and vision insurance including mental health benefits
• Sabbatical program (for eligible roles)
• PTO & paid holidays off
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day…Plus so much more!
• 401(k) matching plus a roth option

• Deep commitment to fostering an inclusive culture and demonstrated success in mentoring and developing leaders at the Department Manager (DM) level and above
• Demonstrated success in leading a function through large-scale organizational change and driving successful business outcomes globally
• Experience in financial services is required, with experience in banking products and management preferred
• Highly developed executive communication and presentation skills, with proven ability to influence decisions at the highest levels of the organization
• Proven ability to build and maintain strategic partnerships with C-level leaders and cross-functional partners
• 10+ years of extensive, proven experience in contact center operations management or a similar executive leadership role, with a focus on managing full functional performance and P&L impact
• Exceptional expertise in strategic planning, directing complex data analysis, and developing executive-level strategies to address challenges and capitalize on global opportunities