Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or "corp to corp" agreements).
Position Overview:
The Chief Operations Officer (COO) will be responsible for driving strategy and leading operations for a fast-growing company in a dynamic industry. In this role, you will have a particular focus on enhancing and optimizing call center operations, lead and client journeys, processes, and conversion strategies, etc. The ideal candidate will have deep expertise in UCaaS. You will focus on improving strategic operational performance, process improvement, and managing business process outsourcing (BPO) relationships. This role requires a visionary leader who can transform our operations to maximize efficiency, customer satisfaction, and profitability.
Duties & Responsibilities:
Call Center leadership - develop and implement strategies to optimize operations and efficiency for all inbound and outbound activities.
Client Journey Optimization - design and implement strategies that will optimize all facets - lead generation to conversion, client satisfaction, collaboration across internal channels (marketing, sales, customer service, QA, analytics, etc.) to maximize conversion rates.
Design and implement omnichannel solutions.
Manage and optimize BPO and Partner relationships. Ensure quality delivery, negotiate contracts, set and manage expectations, and monitor SLAs to drive results.
Leadership and Team Development.
Required Experience & Skills:
10+ years Call Center Operations leadership experience.
Proven experience implementing and managing UCaaS.
Experience managing partner/BPO relationships.
Experience designing and implementing successful client journey solutions.
Strong understanding and experience with omnichannel solutions.
Experience utilizing AI to ingest and analyze data to make better informed decisions.
Bachelor's degree (business administration, operations, or related field).