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Director of Operations

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--iSupport Worldwide--

Join our team!

We are looking for a strategic and experienced Director of Operations to lead and scale a high-performing investor support team. In this leadership role, you'll build a call center framework that enhances investor satisfaction and operational excellence. You'll collaborate across investor relations, compliance, and tech teams to deliver data-driven, compliant, and client-centric solutions in a dynamic, high-volume environment.

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What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

  • Develop and execute a scalable call center strategy to support investor satisfaction and retention

  • Lead hiring, coaching, and performance management of supervisors, managers, and agents

  • Define and track KPIs including NPS, resolution time, FCR, and compliance metrics

  • Implement SOPs, workflows, CRM integrations (e.g., Salesforce, IMS), and workforce planning systems

  • Collaborate with Investor Relations, Tech, Compliance, Operations, and Marketing teams

  • Ensure accurate handling of investor data, including K-1 and 1099 document requests

  • Deliver insights and recommendations through reporting tools and executive dashboards

  • Drive continuous improvement through automation and self-service strategies aligned with company growth

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Who are we looking for?

  • Bachelor’s degree required; MBA or industry certifications (ICMI, COPC) are a plus

  • 8+ years of experience in call center operations, with 4+ years in a leadership role

  • Proven success in scaling high-volume, multi-shift call center teams

  • Background in financial services, real estate, or B2B investor services strongly preferred

  • Proficient with multi-line phone systems, CRM platforms (e.g., Salesforce, Zendesk), QA, and workforce management tools

  • Skilled in Excel and BI/reporting platforms such as Power BI or Tableau

  • Experience using lead management tools like Call Potential or similar

  • Excellent leadership and coaching abilities

  • Strong written and verbal communication skills

  • Analytical thinker with a strategic mindset

  • Highly collaborative and effective in cross-functional environments

  • Results-oriented, adaptable, and thrives in a high-compliance, fast-paced setting

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Company Perks ​

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Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.

WE PUT PEOPLE FIRST

We consider our people as the foundation of our success.

WE STRIVE FOR EXCELLENCE

Our commitment to quality ensures that we always do our best.

WE EMBRACE INNOVATION

We stay agile and fast, always looking for ways to solve our clients’ needs.

WE DELIVER DELIGHT

We pride ourselves on helping our clients reach their full potential.

WE CREATE REAL IMPACT

We do things right and we get the job done.