Contact Center Operations Manager (Site Lead / GM – Launch Team)

Alternative titles: Call Center Operations Manager, Contact Center Director (Site Lead), Site Director – Contact Center, Call Center General Manager, Head of Customer Operations, Customer Operations Director, Contact Center Manager (Launch Site)

Target Start: April 2026

About the Opportunity:

Little Bridge Search is the recruitment partner for a globally successful international Travel Operator as it launches its FIRST US office and contact centre operation in the Orlando area.

This is the senior on-site “build + lead” role. You’ll join at the ground level and take ownership of day-to-day site performance, culture, operating rhythm, and launch execution.

This is a rare chance to help build a new operation properly from Day 1 — backed by proven international teams and a leadership playbook that has already worked across multiple global office launches.

Why this role is exceptional:

• True launch-site leadership: you’re building the standards, not inheriting legacy problems
• Fast-track growth opportunity: as the US team scales, your scope and influence grows with it
• Strong global support: established international teams and leadership structure behind you
• Strong benefits package (including generous PTO and a matched 401(k))
• International onboarding in the UK in April 2026 to fully immerse you in the operating model before launch

Key Responsibilities:

• Lead the day-to-day operation of a new on-site contact centre (Altamonte Springs), setting the pace, culture and performance expectations
• Establish the operating cadence: daily priorities, team rhythms, escalation routes, handovers, and launch readiness planning
• Drive performance across the full customer journey, partnering closely with Sales leadership, Customer Service leadership, and Flights/Ticketing leadership
• Implement clear KPI management across sales/service environments (quality, conversion, productivity, adherence, customer outcomes)
• Ensure scheduling/coverage works within a 5-day over 7 model (rotational weekends and later shift coverage across the site)
• Hire, coach, and develop early leaders; build a healthy, high-performance culture (high standards without toxicity)
• Identify operational blockers quickly and implement practical process improvements
• Own site-level reporting, operational discipline, and cross-functional alignment with global teams

Essential Qualifications:

• Proven leadership experience in a contact centre / call center operations environment (sales + service exposure strongly preferred)
• Strong KPI and performance management background (coaching, accountability, delivery rhythm)
• Experience leading teams through change, growth or launch conditions (builder mentality)
• Confident working cross-functionally and setting standards across multiple functions
• Strong operational judgement, prioritisation and calm decision-making under pressure
• Must be able to work on-site in Altamonte Springs, FL
• Must have a valid passport and be able to travel internationally for UK onboarding/training in April 2026 (up to 4 weeks)

Interested?

Apply now for immediate and confidential consideration.

We also share the full job description, client name, and all confirmed benefits with each qualified applicant.

Candidate Referrals (Little Bridge Search – 2026):

If this isn’t right for you, but you know someone who would thrive in it, referrals are appreciated. If we place your referral, our thank-you includes either x2 tickets for experiences (MLS/NBA/MLB/NFL/VIP park tickets / F1 / major concerts) OR Amazon up to $1,000.

(Referral rewards are issued for successfully placed candidates, subject to basic terms.)