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About the Role

Success Academy is seeking a highly motivated and experienced leader to serve as the executive owner of their offshore vendor-run contact center, spanning both inbound service and outbound sales/retention functions. This strategic leadership role involves setting the multi-year vision and operating strategy, owning the P&L, and representing performance to senior leadership, while also driving accountability for workforce planning, budget management, training, quality assurance, and reporting.

Responsibilities

Own the multi-year strategic roadmap for the Family Care contact center program, including channel strategy, capacity planning, technology investment, and vendor strategy.
Serve as the executive-level voice of Family Care operations in cross-functional forums, aligning the program with company-wide goals.
Own the program's P&L, including accountability for revenue/retention outcomes, cost-to-serve, and overall ROI.
Lead contract strategy, including renewals, renegotiation, pricing models, and partner consolidation.
Build the business case and roadmap for new capabilities and volume prevention/reduction.
Serve as the primary point of accountability for the offshore partner's performance across inbound and outbound lines of business.
Manage the vendor relationship, including contract performance, SLAs/KPIs, escalations, and governance cadence.
Hold the partner accountable to SLAs, sales/conversion targets, quality standards, and cost commitments.
Act as the final escalation point for operational issues.
Own long-term forecasting (LTF) and short-term forecasting (STF) of contact volume.
Partner with the vendor's WFM team on staffing plans, scheduling, shrinkage, and intraday management.
Build and own the annual operating budget for the program, track actuals vs. budget, and report on budget health.
Model staffing scenarios for seasonality, campaign launches, and volume spikes.
Set the training strategy and curriculum standards for new hire onboarding, ongoing skill development, and cross-training.
Own the knowledge management strategy, ensuring the knowledge base, scripts, and process documentation remain current and scalable.
Partner with the vendor's training team to certify agents on service standards and sales/persuasion techniques.
Define and own the QA framework, scorecards, and calibration process across inbound and outbound functions.
Lead regular calibration sessions with the vendor's QA team.
Use QA insights to drive coaching priorities, process improvements, and structural changes.
Own the reporting infrastructure and KPI framework.
Deliver regular performance readouts to executive leadership, translating data into actionable insights.
Identify trends, root causes of performance gaps, and opportunities for improvement.
Bring deep expertise in outbound sales/persuasion methodology to drive conversion and revenue outcomes.
Bring deep expertise in inbound service excellence to protect customer satisfaction and retention.
Set the strategic balance of resourcing and investment across inbound and outbound functions.
Build and lead any internal team supporting the program.
Build trusted relationships with senior stakeholders across the organization.
Represent the program in executive-level updates as needed.

Requirements

10+ years of progressive experience in call center/contact center operations, with substantial exposure to both inbound service and outbound sales.
5+ years managing or owning an outsourced/offshore BPO vendor relationship at a strategic level.
Demonstrated experience owning workforce management and full P&L for a contact center operation of significant scale.
Experience building and running QA programs across service and sales functions.
Track record of presenting performance data and strategic recommendations to executive leadership or boards.
People leadership experience, including managing managers or analysts.
Experience managing a blended inbound/outbound program of comparable or larger size.
MBA or equivalent advanced degree.
Six Sigma/process improvement certification.

Skills

Strong quantitative/analytical skills
Building forecasts, budgets, and performance dashboards
Translating data into strategic narrative
Deep knowledge of contact center KPIs and WFM principles
Proven sales/persuasion acumen and coaching ability
Proven service excellence, orientation, and coaching ability
Strong vendor management and contract negotiation skills
Executive-level communication and presence
Proficiency with contact center platforms, WFM tools, and reporting/BI tools

Location

New York
Florida

Work Type

Full-time

Experience Level

10+ years of experience
5+ years of experience

Education Level

MBA or equivalent advanced degree

Salary/Compensations

$200,000—$225,000 USD

Benefits

Full benefits program
Opportunities for professional growth

About the Company

Success Academy operates a large, fast-growing, and high-performing network of public charter schools in New York and is expanding to Florida.
The organization is dedicated to ensuring children have access to a fun, rigorous, whole-child education regardless of zip code or economic status.
Success Academy aims to provide every student with a fair shot at reaching their potential.

Equal Opportunity

Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds.
We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world.
Success Academy Charter Schools does not offer employment-based immigration sponsorship.