Associate Director, Service Delivery - Onsite (Charlotte, NC) - U.S.

Job Title:
Associate Director, Service Delivery - Onsite (Charlotte, NC) - U.S.

Job Description
The Associate Director, Service Delivery will be a dedicated Emergency Leader to oversee both Emergency and Stolen Vehicle Teams in Charlotte, NC and Oshawa, ON. The Emergency Leader will report into Concentrix, Vice President of Service Delivery and will be required to work onsite in our Charlotte, NC location supporting the Emergency and Stolen Vehicle business. (Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns "World's Best Workplaces," "Best Company Culture," and "Best Companies for Career Growth " awards every year? Then an Associate Director, Service Delivery position at Concentrix is just the right place for you!

As an Associate Director, Service Delivery, you'll join an organically diverse team from 70+ countries where ALL members contribute and support each other's success and well-being, proudly united as "game-changers." Together, we help the world's best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we're looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop "friends for life" at the same time. We'll give you all the training, technologies, and continuing support you'll need to succeed. Plus, at Concentrix, there's real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.

WHAT YOU WILL DO IN THIS ROLE

As an Associate Director, Service Delivery, you'll:

• Be a dedicated Emergency Leader to oversee both contact centers responsible for Emergency and Stolen Vehicle Teams in Charlotte, NC and Oshawa, ON, Canada.
• As such, occasional travel will be required to either location as needed
• Will be responsible in overseeing the contact center operating systems including local policies, procedures and operating structure.
• Establishes and implements product / service standards in concert with company and Client expectations.
• Analyzes operations and efficiency of the contact center. Monitors and executes staffing, budget, training and general HR practices for all site personnel using functional support. Has hiring, development and performance management responsibility for direct reports.
• The Emergency Leader will partner with Client Operations Leaders in directing and managing all site activities and performance strategies, collaborating with Workforce Management, Training, Quality, Human Resources, etc. specific to Charlotte and Oshawa.

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Associate Director, Service Delivery role include:

• Extensive experience required in successfully managing Contact Center Operations, preferably in emergency services or telecommunication settings.
• Familiarity with CRM software and contact center technologies
• Demonstrated success in fostering strong leadership and team management, coupled with excellent communication and interpersonal abilities. This includes the ability to drive a collaborative and innovative work environment and support Stakeholder satisfaction and partnership.
• Strong problem-solving and conflict resolution skills.
• Commitment to customer service excellence and continuous improvement.
• Proficient in data analysis and performance metrics management.
• Proven track record of leadership in a high-pressure environment.
• Knowledgeable about regulatory requirements and compliance in emergency services.
• Experience with risk management and emergency protocol implementation.
• Certifications in emergency management or crisis response (e.g., Certified Emergency Manager (CEM), Certified Business Continuity Professional (CBCP)) are preferred.
• Associate's degree in Business Administration, Management, or a related field is preferred.
• Understanding of automotive industry operations, specifically regarding vehicle security and telematics preferred.
• Strong internal Client-facing skills with excellent communication, negotiation and conflict management skills.
• Demonstrated strong fiscal management skills in a Profit and Loss environment
• Must reside in the United States and have a valid U.S. address for residence

WHAT'S IN IT FOR YOU

One of our company's Culture Beliefs says, "We champion our people." That's why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we'll invest in YOU to aid in your career path and in your personal development. In this role, you'll also be provided with:

• The base salary range for this position is $98,600 to $123,300 annually, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay "early," when you want it
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
• Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more

REIMAGINE THE BEST VERSION OF YOU!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their "employer of choice."

The deadline to apply for this position is October 3rd, 2025

Location:
USA, Charlotte, NC

Language Requirements:

Time Type:
Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

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If you wish to review the Affirmative Action Plan, please click here .