Head Operations - Telecom Contact Center

Senior Operations Leader – Telecom Contact Center

*Full-Time \| Onsite \| San Antonio, Texas*

Our client is looking for a senior operations leader to head their Telecom Contact Center — a 500\+ FTE account for a full-time onsite role based out of San Antonio, Texas.

ROLE OVERVIEW

This is a strategic and operational leadership position responsible for large-scale telecom contact center performance end-to-end — spanning customer care, technical support, account management, fraud investigations, regulatory compliance, and transformation through AI, automation, and digital enablement.

KEY AREAS OF RESPONSIBILITY

► Strategy \& Partnerships

Shape and execute the telecom contact center strategy in alignment with enterprise customer experience, network service quality, and cost goals. Collaborate closely with Network Operations, Product, Compliance, Technology, and Sales leadership to ensure seamless service delivery across the customer lifecycle.

► Operations Management

Oversee day-to-day operations across multiple US sites — including inbound/outbound calls, billing inquiries, technical troubleshooting, account activations, plan changes, and service escalations — while maintaining SLA and KPI targets across voice, chat, and digital channels.

► Fraud Investigations \& Loss Prevention

Lead the telecom fraud investigations function, covering SIM swap fraud, account takeover, subscription fraud, toll fraud, and identity theft. Partner with Security, Legal, and Law Enforcement liaison teams to ensure timely detection, investigation, and resolution of fraud cases. Drive reductions in fraud-related losses and false positives through robust controls, case management workflows, and continuous improvement of detection models. Maintain compliance with telecom fraud reporting obligations and internal escalation protocols.

► Service Assurance \& Issue Resolution

Drive reductions in repeat contacts, escalations, and churn driven by service failures. Partner with network and technical teams to improve first-call resolution, streamline escalation pathways, and strengthen case management for complex or high-value customer issues.

► Customer Experience

Strike the right balance between operational efficiency and a best-in-class subscriber experience. Lead NPS/CSAT improvements through process simplification, agent enablement, self-serve deflection strategies, and proactive outreach during network disruptions or product changes.