Director of Operations

Director of Operations

What We Need

Corpay is currently looking to hire a Director of Operations within our Corpay Lodging division. This position falls under our Corpay Lodging Workforce line of business and is located in Wichita, Kansas, or Lexington, Kentucky. In this role, you will provide both high-level and hands-on leadership to multiple contact center operations teams, including internal US-based sites and outsourced/offshore sites. You will implement process improvements and ensure operational excellence at all levels for a multi-site, large-scale, multi-channel contact center operation. You will report directly to [Manager Title] and regularly collaborate with [team(s)/department(s)].

How We Work

As the Director of Operations, you will be expected to work in an office environment. Corpay will set you up for success by providing:

• Assigned workspace in Wichita, Kansas, or Lexington, Kentucky office
• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Creating and fostering a culture consistent with Corpay’s values of Innovation, Execution, Integrity, People, and Collaboration
• Actively participating in budgeting and forecasting processes to ensure revenue and expense targets are met
• Overseeing hiring, onboarding, training, ongoing staff development, and workforce management to drive high levels of consistency and employee engagement
• Serving as a key point of contact for both internal and external partners, including executive-level level
• Establishing, implementing, and/or maintaining quality management processes and initiatives to deliver a best-in-class customer care experience
• Establishing internal and external performance benchmarks and facilitating a culture of continuous improvement
• Identifying areas of inefficiency, developing strategies for improvement, and driving resources to implement initiatives
• Delivering achievement of performance metric goals and service level targets daily, weekly, monthly, quarterly, and annually
• Implementing contact center and call center best practices, metrics, and service level targets
• Ensuring cross-functional consistency of goals and objectives
• Providing strategic oversight, guidance, and management to outsourced contact center vendor(s) to ensure operational and contractual goals are met

• Providing strategic direction, guidance, and mentoring to operations managers, supervisors, and other functional leaders
• Overseeing 3+ large-scale, multi-channel contact centers

Qualifications & Skills

• 3+ years of leading back-office operations such as transaction processing or billing operations are highly preferred
• 5+ years of senior leadership experience in a large contact center environment is highly preferred
• 5+ years managing leaders
• 10+ years managing teams
• 10+ years’ customer service experience
• Bachelor’s Degree or equivalent experience
• High degree of initiative, responsibility, persistence, ownership, and accomplishment
• Must be extremely detail-oriented and organized
• Working knowledge of Microsoft Office, including Microsoft Word, Excel, Outlook, and PowerPoint
• Ability to thrive and excel in a fast-paced environment with changing priorities
• Proven problem-solving skills, identifying root cause and solutions through a high level of critical thinking
• Project management experience preferred
• Direct experience with implementing technology transformation initiatives
• Proven track record of implementing customer-focused quality improvement initiatives
• Extensive experience with change leadership, conflict resolution, root cause analysis, and action planning
• Experience with enterprise call center management software preferred, such as NICE inContact, Avaya, or Cisco
• Hotel or hospitality industry experience preferred

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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