Associate Director – Voice Technology Services

Responsibilities

• Own the design and execution of enterprise outbound contact strategies, including dialing logic, contact cadence, and channel prioritization.
• Develop and optimize contact plans across platforms and business units to maximize reach, response, and conversion while minimizing risk.
• Ensure continuous improvement of campaign effectiveness through data-driven performance analysis and experimentation.
• Lead and develop a team responsible for campaign planning, analytics, and execution support.
• Foster a culture of precision, accountability, innovation, and results orientation.
• Establish clear performance metrics, coaching, and development plans for team members.
• Lead migration to modern contact center platforms (e.g., NICE, CCaaS).
• Oversee decommissioning of legacy telephony and dialer systems.
• Drive standardization of dialer configurations, IVR logic, and contact frameworks across the enterprise.
• Partner with IT and Product teams to deliver scalable, future-ready capabilities.
• Ensure zero critical compliance incidents through rigorous controls and monitoring.
• Enforce change management standards with 100% adherence to governance frameworks.
• Maintain full audit readiness and ensure compliance with regulatory and internal policy requirements.
• Partner with Legal and Risk to evaluate and implement compliant outbound communication strategies.
• Deliver key initiatives on time, with zero outages and minimal operational disruption.
• Establish and monitor KPIs related to campaign performance, system reliability, and operational efficiency.
• Act as a strategic advisor across Operations, Legal, IT, and Product organizations.
• Align outbound strategies with broader business goals, customer experience objectives, and regulatory requirements.
• Lead cross-functional planning and execution for enterprise initiatives.
• Conduct regular frontline immersion to understand operational realities and customer interactions.
• Identify opportunities to improve customer experience, reduce friction, and optimize cost-to-serve.
• Drive adoption of enterprise initiatives that enhance engagement effectiveness and customer outcomes.

• Bachelor’s degree or equivalent experience
• 7 + years of experience in contact strategy, campaign management, or contact center operations
• Proven experience managing outbound dialing strategies, contact planning, and campaign performance
• Demonstrated leadership experience with direct people management
• Strong knowledge of regulatory requirements related to outbound communications (e.g., TCPA, consent management)
• Experience with telephony platforms, dialers, and IVR systems
• Preferred Experience leading CCaaS or NICE platform implementations/migrations
• Background in highly regulated industries (financial services, healthcare, telecom)
• Strong analytical and data-driven decision-making skills
• Experience with enterprise change management and risk governance frameworks