Director, Support Operations

What’s the role?We are seeking a Director, Support Operations to lead the buildout and management of our new in-house contact center operations on Long Island. This role is critical to achieving our CX 2.0 goals and ensuring we provide exceptional support as our business scales. You will be responsible for building an integrated internal team of customer support that delivers consistent, high-quality customer experiences aligned with Bilt's culture and standards. 
In this role, you will… 

• Lead Contact Center Buildout: Oversee buildout of internal operations support team
• Develop Operational Strategy: Create comprehensive staffing plans based on rent day volumes, seasonal trends, and business growth projections to ensure optimal coverage and efficiency
• Build and Lead Teams: Recruit, hire, and manage operations managers, QA specialists, L&D leads, and agent teams across multiple shifts to support 24/7 operations
• Drive Quality & Consistency: Implement quality assurance programs, performance monitoring systems, and training protocols to ensure consistent service delivery aligned with Bilt's standards
• Product Knowledge Management: Develop and maintain comprehensive training programs to ensure deep product knowledge across all support channels and rapid adaptation to product updates
• Operational Excellence: Establish scheduling systems, prioritization frameworks, and organizational structures to maximize efficiency and customer satisfaction
• Cross-functional Collaboration: Partner with Product, Engineering, and other pods to stay current on updates, identify support gaps, and implement process improvements
• Performance Management: Monitor key metrics, analyze performance data, and implement continuous improvement initiatives to drive operational success
• Cost Management: Optimize operational costs while maintaining service quality, including planning for future AI and self-service implementations
• Scalability Planning: Design operations structure to support business growth and evolving customer needs, with flexibility to adapt team size and capabilities

In terms of qualifications, we’re seeking:

• 5+ years of customer operations management or operations experience, with a proven track record of building and scaling teams
• Operational Leadership: Strong background in workforce management, quality assurance, and performance optimization in customer service environments
• Team Building: Demonstrated success in hiring, training, and developing high-performing customer support teams
• Strategic Planning: Experience in operational strategy development, including capacity planning, budget management, and scalability planning
• Cross-functional Collaboration: Proven ability to work effectively with Product, Engineering, and other technical teams in fast-paced environments
• Data-Driven: Strong analytical skills with experience using metrics and data to drive operational decisions and improvements
• Technology Proficiency: Familiarity with contact center technologies, CRM systems, and customer support platforms
• Adaptability: Thrives in dynamic, rapidly changing environments with the ability to quickly adapt processes and training programs
• Communication: Excellent verbal and written communication skills with ability to present to senior leadership and train diverse teams

Benefits:

• Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
• Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We’ve got you and your family covered from day one.
• 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.
• Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.
• UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
• Exclusive Employee only Bilt Points - We give our employees unique opportunities t