Position Overview
Panoptyc is hiring a Director of Operations, Loss Prevention, to oversee our 250+ agent contractor organization.
Panoptyc is a rapidly scaling company, growing 50% year-over-year, and a market leader in providing loss prevention solutions for micro market operators; soon we will be a market leader in retail, too!
Our Loss Prevention unit is the heart of our value delivery for customers; if Loss Prevention doesn't catch incidents of probable theft, then our customers will be immediately upset, no matter what!
That's why we need you to come in and own the health of this complex department!
Key Responsibilities:
- Review metrics and dashboards daily to monitor the health of the Loss Prevention Department
- Work with Customer Success to ensure quality service for all customer segments, from SMB to Enterprise
- Work with Product to ensure adequate tools and process to meet business needs
- Work with Revenue to understand upcoming business needs
- Work with HR to ensure hiring pipeline meets the quality and volume needs of the department
- Oversee metrics and scorecards and present on health and direction in Product meetings
- Oversee Quality Assurance efforts with an emphasis on reducing false positives and false negatives
- Oversee Learning and Development efforts with an emphasis reducing onboarding times and false positives, and decreasing unit costs
- Define staffing needs in concert with Business Intelligence to ensure the uninterrupted operation of the department
- Define and enforce standards for agents, QA team members, and Team Leaders
- Manage the Profit and Loss statement for the Loss Prevention Department
Qualifications:
- 8+ years of progressive experience in a rapidly scaling Business Process Outsourcer, Call Center, or other Agent-driven contractor organization.
- Alignment with our core values: hungry, opinionated, ownership, analytical, and urgency
- A belief that there is a better way to work than relying on spreadsheet trackers
- Experience working in a technology startup or with a product organization
- An understanding that being visible daily is critical to your success as a director
- Great storyteller, you're able to use data and charts to undergird your hypotheses and build a coalition to drive your team's ideas forward
- You advocate for your staff and care deeply about merit promotions
Job Details
- Location: Remote, preferably from Europe, South Africa, and India
- Status: Full-time, at least 40 hours per week
- Schedule: This role will follow Eastern Standard Time
- Hourly Rate: $6,000 USD/ month
