Operations Director leading the operational transformation of BPO services at Capita. Focused on integrating AI, automation, and digital platforms to enhance customer experience.
About the role
- Lead IT operations and manage teams across multiple locations for a growing AI communications platform. Optimize processes and establish strategies to support the company's growth.
Responsibilities
- Responsible for all IT operations at Aircall
- Manage IT staff at New York, Paris, San Francisco, and Seattle office locations
- Envision and execute IT strategy for growth
- Establish relationships with Procurement, Finance and Infrastructure Security teams
- Handle support tickets and optimize support ticket process
- Onboard and offboard employees from various tools
- Procure and distribute hardware; establish IT security policies
- Collaborate with external vendors
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience managing and scaling IT operations AND teams.
- Strong technical expertise and prior experience in IT security.
- Strong technical expertise with Google Workspace, Okta, Jira or other ticketing solutions, and Zoom.
- Proven experience in optimizing IT processes and managing IT support teams.
- Excellent problem-solving skills and the ability to think critically and analytically.
- Strong interpersonal and communication skills, with the ability to work effectively with diverse teams and stakeholders.
- Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.
- Proactive attitude with a passion for delivering high-quality results and driving continuous improvement.
Benefits
- Medical, dental, and vision insurance is 100% covered
- 401k plan with company matching!
- Unlimited PTO — take the time you need to come to work feeling great!
- Wellness, internet, and childcare reimbursements
- Generous parental leave policy
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