Director of Ops Strategy
FirstCash
Date: 5 days ago
City: Coppell, TX
Contract type: Full time
Description
The Director of Operations Strategy is responsible for ensuring that operational strategies are created, monitored, and executed as planned. This position is responsible and accountable for requests of the business and various partners that include and are not limited to telecom initiatives, forecasting, and staffing guidance. The role will manage relationships with relevant vendors that deliver and monitor call center performance and quality. This position will work directly with a vendor and stakeholders to create cost reduction strategies, customer experience enhancements, and call center efficiencies.
Roles And Responsibilities
FirstCash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers.
With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non-
recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve.
Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs.
With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index and the Russell 2000 Index, reflecting our strength and stability in the market.
Join FirstCash and be part of a company that values integrity, customer service, and growth
(size 10)
Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job you applied for and other potential opportunities available at FirstCash. Message and data rates may apply. You can unsubscribe to text messages by replying STOP to the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
FirstCash Holdings, Inc. is an Equal Opportunity Employer
FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash will ensure that individuals with disabilities are provided with reasonable accommodation. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process; to perform the essential functions of the job; and/or to receive all other benefits and privileges of employment, please contact Human Resources at [email protected] or (800)645-2611 Ext. 1
The Director of Operations Strategy is responsible for ensuring that operational strategies are created, monitored, and executed as planned. This position is responsible and accountable for requests of the business and various partners that include and are not limited to telecom initiatives, forecasting, and staffing guidance. The role will manage relationships with relevant vendors that deliver and monitor call center performance and quality. This position will work directly with a vendor and stakeholders to create cost reduction strategies, customer experience enhancements, and call center efficiencies.
Roles And Responsibilities
- Execute strategies to support initiatives to increase consistent customer experience and results.
- Create and execute strategies to increase effectiveness and efficiency, including process improvement and technology enhancements recommendations.
- Lead Workforce Management strategies, initiatives, technologies, and outputs.
- Lead Quality Assurance and Speech Analytics strategies, initiatives, technologies, and outputs.
- Monitor and report on self-service interactions through telecom solutions.
- Create forecasts and provide schedules to meet service-level requirements
- Create, manage, and train interactive voice automation intents to enhance AI interactions.
- Consult with leadership on performance, organizational, and industry matters.
- Conduct needs assessments to determine measures required to enhance customer experience.
- Other operational duties as assigned.
- B.S. degree or equivalent experience/education combination
- Excellent verbal and written communication skills.
- Proven effective program management skills.
- Proficient with Microsoft Office Suite or related software.
- Strong presentation skills.
- Adept with a variety of multimedia training platforms and methods.
- Ability to evaluate and research training options and alternatives.
- Bachelor's degree in training and development, organizational development, or five years of facilitation experience, and at least two years of program management experience.
- Experience designing and implementing effective learning and development programs.
- DDI credential, preferred. Strong, professional communication skills in listening, speaking, and writing necessary for communication with staff, service providers and coworkers over the phone, in person, and via e-mail
- Experience in Financial Services industry in an operational capacity.
FirstCash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers.
With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non-
recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve.
Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs.
With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index and the Russell 2000 Index, reflecting our strength and stability in the market.
Join FirstCash and be part of a company that values integrity, customer service, and growth
(size 10)
Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job you applied for and other potential opportunities available at FirstCash. Message and data rates may apply. You can unsubscribe to text messages by replying STOP to the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
FirstCash Holdings, Inc. is an Equal Opportunity Employer
FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash will ensure that individuals with disabilities are provided with reasonable accommodation. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process; to perform the essential functions of the job; and/or to receive all other benefits and privileges of employment, please contact Human Resources at [email protected] or (800)645-2611 Ext. 1
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