Senior Director of Consumer Operations

Lead TransUnion's consumer servicing operations with a focus on technology and team performance. This hybrid role requires expertise in multi-channel operations and a commitment to exceptional customer experiences.
As the Senior Director of Consumer Servicing Operations, you'll oversee a distributed team of 150-200 agents. Your 15+ years of experience will help drive engagement, meet KPIs, and enhance service quality across various channels including phone, email, and chat. You'll manage significant transformation initiatives and collaborate with leadership to ensure compliance and continuous improvement in service delivery.
Key Responsibilities:
• Oversee daily operations in multi-channel contact centers
• Lead a global operational footprint ensuring 24/7 service excellence
• Establish and manage operational KPIs and quality standards
• Drive compliance with regulatory requirements and risk management
• Lead technology transformation initiatives to improve service...