Contact Center Efficiency Operations Lead Job at Meta (Austin)

Community Support BizOps Lead

We are looking for a Sr. BizOps Lead to be part of our global CS Business Operat...

Location

Ireland , Dublin

Salary:

98000.00 - 122000.00 EUR / Year

Airbnb

Expiration Date

Until further notice

Requirements

8+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results
Operations, Management Consulting or Financial/analytics background preferred
Must have deep functional domain expertise and knowledge in contact center operations and best practices
Understanding of contracts and commercial frameworks is a plus
Experience with process design and optimization, strategic operations and customer support strategies
Works effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities
Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions
Experience using SQL, Python and/or Tableau is required
Is able to anticipate business and industry issues as a basis for recommending large scale product, process or service improvements
Excellent stakeholder management skills with the ability to influence at all levels

Job Responsibility

Oversee the business operations of the global contact center, ensuring that it meets the business performance standards and targets
Develop and drive the business performance management system across the CS organization
Build and foster a robust, transparent and cooperative synergy across departments by aligning contact center goals and initiatives with broader organizational objectives
Monitor key business performance indicators (KPIs) and work with the cross functional teams to develop actions plans based on data-driven analysis to optimize business performance
Partner with CS analytics to design the right operational dashboards
Serve as the primary liaison with finance for all matters pertaining to the CS operational fiscal plan budget
Drive the annual business planning process and work with finance to build the operating budget
Build the process for driving the overall Operational Efficiencies targets
Drive all ROI, budget management in partnership with Finance, roadmaps, LT planning needs for the CS organization
Own budget and spend policy operations, developing strategies for spend allocation and operationalizing the achievement of targets set by Finance

What we offer

bonus
equity
benefits
Employee Travel Credits

Fulltime

Vp, Customer Service Operations & Monitoring

We’re seeking an enterprise-level operational executive to lead two of the most ...

Location

United States

Salary:

270000.00 - 290000.00 USD / Year

SimpliSafe

Expiration Date

Until further notice

Requirements

10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments)
Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience
Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey
Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience
Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes
Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale

Job Responsibility

Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner)
Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps
Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments
Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation
Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes
Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations
Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change
Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success
Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets
Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams

What we offer

A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
Free SimpliSafe system and professional monitoring for your home
Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits

Fulltime

Vice President, Contact Center Operations

The Vice President Contact Center Operations (CCO) is a senior leadership role r...

Location

United States , New York

Salary:

197900.00 - 385220.00 USD / Year

Healthfirst

Expiration Date

Until further notice

Requirements

Progressive leadership experience in contact center operations overseeing large-scale, multi-channel contact centers in healthcare, health insurance, or similarly regulated industries
Experience leading and implementing digital transformation initiatives, including AI adoption, omnichannel platform migrations, automation deployments, and predictive analytics programs that delivered significant improvements in contact center KPIs and operational efficiency
High School Diploma or GED from an accredited institution
Bachelor's degree from an accredited institution or equivalent work experience
Experience requiring strong understanding of healthcare payer operations, member/provider journeys, regulatory requirements and compliance implications in automated/contact environments
Demonstrated ability to build and lead high-performing teams in dynamic, evolving environments while fostering innovation and accountability
Exceptional strategic thinking, change leadership, and cross-functional collaboration skills, with the ability to influence at the C-suite level and build alignment across departments
Deep expertise in modern contact center technologies, including generative/agentic AI, speech/text analytics, workforce management systems with predictive forecasting, and omnichannel orchestration

Job Responsibility

Establish and execute the long-term strategic roadmap for the Contact Center of the Future, leveraging AI-driven automation, omnichannel integration, predictive analytics, and emerging technologies to exponentially improve member/provider experience, operational efficiency, service quality, first-contact resolution, and cost-effectiveness
Lead the transformation of people, processes, and technology to deliver a human-centered, intelligence-enabled service model that leverages advanced AI (agent assist, generative self-service, proactive resolution, and predictive analytics) while ensuring inclusive, accessible experiences that meet the needs of our diverse, underserved, and high-complexity member populations
Oversee end-to-end omnichannel operations, ensuring seamless, consistent, and personalized member and provider interactions across inbound and outbound voice, chat, text/SMS, and future digital channels, while maintaining regulatory compliance
Drive performance excellence and accountability across internal multi-site teams and outsourced vendors to align with corporate objectives
Partner cross-functionally with IT, operational departments, and executive leadership to align contact center strategies with broader organizational goals, integrate systems for unified customer data, and enable real-time insights and automation
Champion the adoption and scaling of predictive and prescriptive analytics to anticipate member needs, reduce avoidable contacts, optimize routing/scheduling, and enable proactive engagement
Develop an effective team through hiring, training, coaching and providing ongoing and constructive feedback
Foster a high-performing, engaged culture that balances human expertise with AI augmentation, focusing on agent empowerment, upskilling for complex interactions, continuous improvement through data-driven insights, and employee experience initiatives
Monitor industry trends in healthcare payer contact centers, evaluate emerging AI and automation solutions, and lead pilot implementations to ensure the organization remains competitive and future-ready
Manage departmental budget, resource allocation, and financial performance, delivering measurable ROI on technology investments while controlling costs in a regulated, volume-driven environment

What we offer

medical
dental
vision coverage
incentive and recognition programs
life insurance
401k contributions

Fulltime

Manager, Infrastructure Operations

As the Manager of Operations at KAYAK, you will be a pivotal part of our team, r...

Location

United States , Concord

Salary:

Not provided

KAYAK

Expiration Date

Until further notice

Requirements

A minimum of 5 years of experience in operations management within technology or a related field, with a proven track record of managing successful operational projects
Experience with direct oversight of Data Center management and operations
Proficiency with relevant tools and technologies used in operational management, such as network management systems, data analytics, and security protocols
Strong leadership and team management abilities, capable of mentoring and guiding team members
Excellent interpersonal and communication skills and ability to collaborate across diverse teams and collaborators
Strong analytical skills with the ability to solve complex operational issues and drive effective solutions

Job Responsibility

Oversee and ensure efficient day-to-day operations for KAYAK’s services. This includes managing infrastructure, deployment, monitoring security issues and accessibility
Data Center management including, but not limited to, project management of larger, more long-term and daily projects, maintaining the center and vendor relationships, and purchasing of hardware and software
Manage and mentor a team of operations engineers, fostering an innovative and collaborative working environment
Identify areas for operational improvement, implement standard processes, and streamline operational workflows to enhance productivity and efficiency
Lead critical operations projects from conception through to execution, including process optimization initiatives and adherence to project timelines
Work closely with cross-functional departments such as IT, Engineering, and Security to ensure efficient operations and integration
Serve as the primary point of contact for operational queries and issues, ensuring timely resolution and maintaining high standards of service
Oversee the budgeting for operations-related activities, ensuring resource allocation is effective and within budget

What we offer

Work from (almost) anywhere for up to 20 days per year
Focus on mental health and well-being: Company-paid therapy sessions through SpringHealth
Company-paid subscription to HeadSpace
Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
No meeting Fridays
Paid parental leave
Generous paid vacation + time off for your birthday
Paid volunteer time
Focus on your career growth: Development Dollars
Leadership development

Fulltime

Customer Contact Center Manager

The professional to be recruited will be responsible for: Ensuring the implement...

Location

Portugal , Lisboa

Salary:

Not provided

Egor

Expiration Date

Until further notice

Requirements

Degree in Management, Engineering, IT, or a related field (Master’s degree valued)
Proven experience in Customer Contact Center, Customer Operations, or Service Management roles
Demonstrated experience in the implementation, scaling, or transformation of Contact Centers
Experience in managing external service providers
Strong KPI-driven operational management mindset
Experience in recruiting and leading teams in an international environment
Analytical, structured, and process-oriented profile
Excellent communication and stakeholder management skills
Experience with CRM or case management tools (e.g., Microsoft Dynamics 365 or similar)
Fluency in English, with additional European languages considered a plus, namely German and/or Dutch

Job Responsibility

Ensuring the implementation and operational management of the Customer Contact Center (L1 support), guaranteeing its efficient day-to-day functioning
Defining and managing the CCC service model, scope, processes, and performance
Managing and overseeing external service providers, including contracts, SLAs, and KPIs
Defining, monitoring, and optimizing operational KPIs, namely First Contact Resolution, response and resolution times, customer satisfaction, backlog, and contact volume
Recruiting, onboarding, developing, and leading internal and external Contact Center teams
Driving standardization, quality, and continuous improvement across processes and operations
Defining and implementing the team training strategy in coordination with partners
Acting as the main interface between the CCC and internal stakeholders, including Technical Support, IT, Quality, Training, and Product teams
Supporting the implementation of new tools, channels, and automation initiatives within the Contact Center environment

What we offer

Professional development opportunities
Collaborative environment focused on innovation and continuous improvement

Fulltime

Customer Support Team Lead

The Support Lead is a new role within Lightyear and will oversee the Support & P...

Location

Estonia , Tallinn

Salary:

Not provided

Conclusive Financial

Expiration Date

Until further notice

Requirements

5+ years’ experience in customer support or operations, ideally in a regulated financial firm or fintech
Proven experience leading and developing support or operations teams
Strong grasp of KPIs, performance tracking, and continuous improvement
Solid understanding of customer operations and related areas like KYC, KYB, FinCrime, Product, and Compliance
Hands-on experience streamlining workflows, reducing contact volumes, and improving efficiency
Skilled in using data and dashboards to identify issues and drive better outcomes
Experience with quality reviews, coaching, and feedback loops
Comfortable working cross-functionally to align processes and priorities
Strong operational judgment with attention to accuracy, speed, and customer impact
Curious, proactive mindset focused on scalable, customer-centered solutions

Job Responsibility

Lead, coach, and inspire the Support team to deliver exceptional customer experiences
Build a collaborative, accountable, high-performance culture
Create clarity in expectations, KPIs, and success metrics for the team and individual contributors
Perform regular 1:1s, team ceremonies and performance reviews when needed, providing structured feedback and clear paths for growth
Support career development and internal progression through mentoring, skill-building, and recognition
Oversee daily support and payment operations for accuracy, empathy, and compliance
Manage core metrics: response time, first touch resolution rate, and customer satisfaction
Implement new operational efficiency and quality frameworks with trackable performance KPIs that build accountability and trust
Drive efficiency and contact reduction through root-cause analysis and process improvement
Partner with Product, Engineering, and Compliance to create scalable, seamless customer journeys and drive tangible improvements to customer outcomes

What we offer

A competitive startup package with stock options that vest monthly after a one-year cliff
Brand new office in Tallinn (Kalamaja)
Flexible working hours
A flexible approach to working remotely (2 remote days per week)
Private health insurance
All the usual office facilities, including free tea, coffee & snacks
Dog-friendly office
Bike parking and showers

Strategic Solutions Engineer

As a Strategic Solutions Engineer, you’ll be at the forefront of the AI transfor...

Location

United States

Salary:

180000.00 - 205000.00 USD / Year

Cresta

Expiration Date

Until further notice

Requirements

7+ years of experience in customer-facing roles
1–3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center industry
Deep knowledge of contact center solutions, including telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect)
Strong understanding of AI/ML technologies, especially large language models (LLMs), small language models (SLMs), and how they are applied in conversational AI and agent augmentation
Experience with real-time systems, CRM tools (e.g., Salesforce), analytics platforms, and SaaS solution architecture
Ability to design and communicate complex solutions clearly to both technical and business audiences
Consultative mindset with a proven track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals
Fast learner and self-starter who thrives in high-growth, high-collaboration environments
Enthusiastic about Cresta’s mission and motivated to help customers unlock value from AI
You embody our core Operating Principles

Job Responsibility

Act as a consultative partner to customers—uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions
Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence
Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms
Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring tight alignment with business value and technical feasibility
Design and deliver compelling, tailored product demonstrations that highlight how Cresta’s AI-powered virtual agents, real-time coaching, and analytics can deliver measurable business outcomes
Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases
Run ROI workshops and build business case models that connect Cresta’s capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT)
Provide insights based on your experience with AI technologies, contact center transformation, and customer success strategies
Serve as a technical liaison between Sales, Product, and Engineering—providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation
Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms

What we offer

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees
Equity

Fulltime

Strategic Solutions Engineer

As a Strategic Solutions Engineer, you’ll be at the forefront of the AI transfor...

Location

United States

Salary:

175000.00 - 205000.00 USD / Year

Cresta

Expiration Date

Until further notice

Requirements

7+ years of experience in customer-facing roles
1–3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center industry
Deep knowledge of contact center solutions, including telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect)
Strong understanding of AI/ML technologies, especially large language models (LLMs), small language models (SLMs), and how they are applied in conversational AI and agent augmentation
Experience with real-time systems, CRM tools (e.g., Salesforce), analytics platforms, and SaaS solution architecture
Ability to design and communicate complex solutions clearly to both technical and business audiences
Consultative mindset with a proven track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals
Fast learner and self-starter who thrives in high-growth, high-collaboration environments
Enthusiastic about Cresta’s mission and motivated to help customers unlock value from AI
You embody our core Operating Principles

Job Responsibility

Act as a consultative partner to customers—uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions
Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence
Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms
Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring tight alignment with business value and technical feasibility
Design and deliver compelling, tailored product demonstrations that highlight how Cresta’s AI-powered virtual agents, real-time coaching, and analytics can deliver measurable business outcomes
Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases
Run ROI workshops and build business case models that connect Cresta’s capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT)
Provide insights based on your experience with AI technologies, contact center transformation, and customer success strategies
Serve as a technical liaison between Sales, Product, and Engineering—providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation
Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms

What we offer

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees
Offers Equity

Fulltime

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Contact Center Efficiency Operations Lead

Meta

Location:
United States , Austin

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
April 27, 2026

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Our AI answers in your language

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