Mcafee Director Outsourced Service Operations 

United States, Texas, Frisco 

593928323

Director, Outsourced Service OperationsThis is a remote position; however you may be required to be onsite at our Frisco, TX office on as-needed basis. We will only consider candidates who are in a commutable distance to Frisco, TX and are not offering relocation assistance at this time.

• Directly own the VMO
• Manage Customer Services Group’s outsourced operations performance
• Collaborate closely with cross-functional teams to develop and implement continuous performance improvement strategies in customer satisfaction, retention, and revenue
• Drive operational excellence and foster a customer-centric culture
• Design and implement VMO Governance in line with industry best practices
• Accountability for all outsourcing efforts and vendor management relationships as well as ongoing footprint strategy
• Oversee VMO and outsourcing budget and establish cost containment processes without sacrificing McAfee customer journey quality

• Visionary leadership experience in dramatically transforming a legacy, organically grown VMO into a high-performing Outsourced Service Operation group
• Deep understanding of outsourced service operations, pricing models, and BPO relationship management to deliver on excellent CX service to McAfee’s customers
• 10+ years in Contact Center Management with at least 3 years leading a VMO
• MBA is a plus; COPC Certified Outsourced Operations Leader desired; COPC Customer Experience Performance Leader desired
• Understand VMO cost containment processes and ensure McAfee has an effective one in place
• Significant knowledge of human-assisted and digital customer channel management
• Ability to design and provide leadership to the VMO governance model
• Director-level understanding of how contact center metrics relate to one another analytically; can use this knowledge for data-based decision-making and problem-solving
• Direct knowledge of cultural nuances in a global support environment and ability to adjust support strategies and methods to achieve results
• Able to work with different business units across multiple time zones and countries
• Build relationships and collaborate effectively to influence change at all organizational levels
• Change agent at a leadership level
• Energized by solving problems, delivering KPI results, fostering change and engagement
• Exceptional problem-solving, critical thinking, and analytical skills
• Understand impact of changes and upgrades you make
• Demonstrated ability to work independently with a solid sense of ownership
• Effective decision-making skills; can choose prompt course of action from options involving uncertainty or risk
• Comfort with uncertainty, flexibility with changing priorities and timelines, and ability to thrive in a fast-paced environment
• Team player who develops strong relationships, can inspire teams, is able to influence stakeholders, and drive cross-functional alignment to accomplish strategic objectives

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support for Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

The starting pay range for this position is $141,680.00-$232,760.00. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner.

Please click to viewand download theJob Applicantjob applicantswho are residents of the state of California.