Sr Manager Contact Center Operations

The Senior Manager, Contact Center Operations leads the day-to-day execution of a scalable, multi-brand contact center operating model, working across brand and franchise operations teams and external BPO partners to improve service, conversion, quality, and franchise adoption. This role converts enterprise strategy into disciplined operating routines, brand-specific action plans, and measurable results while managing BPO partners and building trust with franchise owners. Success requires strong BPO management, analytical rigor, change leadership, and the ability to standardize execution across diverse brands and markets.