Top Operations & Support Jobs in Charlotte, NC

Lead and supervise the wealth contact center operations team, managing inbound/outbound advisor and client interactions. Oversee service delivery, operational and regulatory risk, escalations, quality control, KPI monitoring, staffing, training, procedures, and system changes to ensure consistent, high-quality client and advisor experiences.

Manage day-to-day Loss Mitigation operations to ensure investor and regulatory compliance, optimize backend closing processes, drive process improvements, oversee vendor and GSE/Government reporting, mentor staff, remediate QA/audit issues, and present results to senior management.

Lead a sourcing team executing marketing sourcing strategies and negotiations, partner with business leaders to drive savings, mitigate third-party risk, ensure compliance, and develop team talent.

Lead cross-functional operational improvement initiatives from diagnosis through implementation using process reengineering and continuous improvement methods. Advise senior leaders, manage program governance, define KPIs, drive change management, and ensure measurable, sustainable business outcomes.

Build short- and long-term contact center forecasts, apply Erlang C and workforce methodologies, model staffing scenarios, produce FTE and cost projections, automate reporting, partner with WFM, operations, finance and vendors, and present data-driven capacity plans to leadership.