IT Operations Director (BPO) - India

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace!

The Director, IT Support Operations serves as the subject matter expert for all IT support contact center solutions across Compass. This role provides strategic and operational leadership for multiple IT Support Operations Managers overseeing client programs within a high-volume, multi-channel BPO environment.

The Director is responsible for ensuring the delivery of high-quality, efficient, and cost-effective IT support services across voice (inbound/outbound), chat, email, ticketing, and other customer support channels. This role partners closely with clients and internal stakeholders to drive operational excellence, achieve contractual service level agreements (SLAs), optimize financial performance, and foster a strong employee culture.

Key responsibilities include incident management oversight, workforce and performance management, client relationship management, continuous process improvement, quality assurance, and operational scalability. The Director ensures consistent execution of support services across technical support, software support, infrastructure-related support functions, and other IT service offerings while maintaining a strong focus on customer experience, operational efficiency, and business results.

This is a remote, work-from-home position but later on will transition on working in Hyderabad office. Candidates must maintain a dedicated, professional workspace with a reliable high-speed internet connection capable of supporting voice, video, and system requirements. To ensure business continuity and operational reliability, candidates must also have access to backup power and internet connectivity solutions in the event of service interruptions.

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• Provide strategic direction and leadership for the organization's IT programs, ensuring operational alignment with client expectations and company goals are consistent with the organization’s global operating model..

• Serve as the senior subject matter expert contact for all things IT support.

• Oversee multiple Tech/IT support client programs

• Attend as needed new client demo/Sales discussions representing IT support

• Oversee a team of various operations managers that lead day-to-day operations across multiple clients supporting IT services, including helpdesk, tech support, infrastructure, or software-related accounts.

• Ensure direct reports meet service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.

• Ensure execution of bridge plans for any KPIs that are not meeting target

• Identify opportunities for process optimization, automation, and continuous improvement.

• Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.

• Oversee, support and develop a team of IT support operations managers.

• Conduct performance reviews, coach for career development, and foster a high-performance culture.

• Build strong and maintain relationships with client partners and maintain regular communication to ensure satisfaction and address IT concerns proactively.

• Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.

• Experience in managing cost per transaction accounts is preferred.

• Provide regular updates to the senior leadership team on program performance, financial health, and risk management.

• Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.

• Mitigate risks through proactive incident management and business continuity planning.

Full-time position with weekdays, weekends, and nighttime availability. This position works Monday - Friday 9am EST - 6pm EST.