Remote Loss Prevention Director

Summary

Join Panoptyc as a Director of Operations, Loss Prevention to oversee the company's 250+ agent contractor organization and drive growth in loss prevention solutions.

Requirements

• 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

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

Benefits

• Remote work
• Flexible hours
• $6,000 USD/month hourly rate