DXC Technology

Operatoins Business Processing Manager- Nashville- TN

DXC Technology • $100K — $120K *
Nashville, TN 37211In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Technology, or related field preferred or equivalent experience
  • 5+ years of experience in BPO/BPS Operations contact center
  • 10+ years in a leadership role managing contact center teams
  • Experience in multi-channel support environments and technologies
  • Exposure to financial services / Life & Annuity BPS/BPO operations
  • Familiarity with compliance-driven environments
  • Knowledge of AI and automation tools for optimization

Responsibilities

  • Oversee daily contact center operations to meet SLAs and KPIs
  • Drive results by building and developing high-performing teams
  • Standardize and continually improve processes for efficiency
  • Leverage technology to enhance productivity and outcomes
  • Serve as strategic advisor to operations leadership
  • Ensure alignment of global delivery teams with strategy execution
  • Identify automation initiatives for improvement in scalability and quality

Benefits

  • Hybrid work environment with flexibility for in-office and remote work
  • Opportunity to work with cutting-edge AI and technology solutions
  • Focus on continuous improvement and professional development
  • Engaged culture that promotes accountability and teamwork
Full Job Description
About The Role:

Leads end-to-end customer support center operations, managing teams of Associate Managers and analysts to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment.

This role will partner closely with the Contact Center Operation Leadership team, serving as a trusted advisor across accounts. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

What You'll Do
  • Oversee day-to-day contact center operations, ensuring delivery against SLAs, KPIs, and quality standards
  • Drive measurable results across people, process, and technology pillars:
    • People: Build, develop, and retain high-performing teams through coaching and performance management
    • Process: Standardize, optimize, and continuously improve workflows to drive efficiency and quality
    • Technology: Leverage tools, automation, and AI to enhance productivity and customer outcomes
  • Serve as a strategic advisor to Operations leadership, providing insights, recommendations, and execution support across all accounts
  • Partner directly with leadership to translate strategy into execution, ensuring alignment across global delivery teams
  • Work together with WFM Manager regarding staffing and workforce utilization aligned to demand and financial targets
  • Improve customer experience through data-driven insights, feedback loops, and root cause analysis
  • Ensure adherence to regulatory, client, and internal compliance requirements
  • Drive cross-region consistency and best practice adoption (Americas, Canada, Costa Rica, Philippines)
  • Identify and implement automation, AI, and transformation initiatives to improve efficiency, quality, and scalability


Who You Are:
  • Bachelor's degree (Business, Technology, or related field preferred) or equivalent
  • Must be legally authorized to work in US without requiring sponsorship now nor in the future
  • 5+ years of BPO/BPS Operations contact center experience
  • 10+ years in a leadership role managing teams within contact center environment
  • Experience in multi-channel support environments and contact center technologies
  • Exposure to financial services / Life & Annuity BPS/BPO operations
  • Experience working in compliance-driven environments (e.g., regulatory, audit, risk frameworks)
  • Familiarity with AI and automation tools for contact center optimization


1. Operational Excellence & KPI Management
  • Manages SLAs, AHT, quality, and productivity metrics
  • Uses data and dashboards to drive performance and accountability


2. Leadership & People Development
  • Builds high-performing teams through coaching, development, and succession planning
  • Creates a culture of accountability, engagement, and continuous improvement


3. Customer Experience & Service Delivery
  • Drives improvements in customer satisfaction, first-call resolution, and overall experience
  • Translates insights into actionable change initiatives


4. Workforce & Resource Optimization
  • Aligns capacity planning and staffing models to business demand
  • Maximize efficiency through effective workforce strategies


5. Strategic Thinking, Compliance & Innovation
  • Operates effectively in compliance-driven environments
  • Leverages AI, automation, and digital tools to modernize contact center operations
  • Anticipates business needs and drives forward-looking solutions


Work Environment
  • Hiring in Nashville, TN Hybrid mode preferable
  • If you are within 25 miles of a DXC office, you'll be expected to work hybrid mode twice a week

About DXC Technology

CSC is a global IT services company. CSC is a global leader inproviding technology-enabled business solutions and services.CSC has helped its clients manage and profit from every major wave of change in IT since its formation in 1959. CSC provides innovative solutions for customers around the world by applying leading technologies and CSC's own advanced capabilities. These include systems design and integration, IT and business process outsourcing (BPO), applications software development, Web and application hosting, and management and technology consulting.

DXC Technology Careers

Join the vibrant team at DXC Technology, a global leader in technology services and consulting, and discover unparalleled job opportunities where innovation and leadership converge. At DXC Technology, we are committed to fostering a culture of growth and diversity, empowering our professionals to excel in their careers.

Work You’ll Do

At DXC Technology, you will collaborate with some of the brightest minds in the industry to drive technological transformations across a multitude of sectors. Our team is at the forefront of digital innovation, leveraging deep industry expertise to deliver targeted solutions that meet the evolving needs of our clients.

Join Our Market-Leading Team

Become part of a dynamic team of over 130,000 professionals globally, dedicated to making a lasting impact through technology, leadership, and innovation. DXC Technology offers a unique position in the marketplace, combining industry knowledge, technological expertise, and client-focused solutions.

Innovative Work

Engage in projects that reshape businesses and revolutionize industries. DXC Technology provides a platform where your skills in technology and your passion for innovation can flourish. Our commitment to professional growth ensures that every team member has the opportunity to reach their full potential.

Career Development

Future-proof your career with DXC Technology, where we offer a wealth of job opportunities, from entry-level positions to leadership roles. Our robust training and diversity programs ensure that all employees have the tools they need to succeed. From internships to full-time positions, DXC Technology nurtures talent at every level.

Explore Job Opportunities and Internships

Whether you're just starting your career or looking to make a significant change, DXC Technology offers a range of employment options to suit your skills and ambitions. Explore our open positions, internships, and leadership roles to find the perfect fit for your professional journey.

Benefits and Culture

Enjoy a supportive and inclusive workplace culture that values each employee’s unique contributions. At DXC Technology, we offer competitive benefits, including health, wellness, and continuous learning opportunities. Our commitment to diversity and inclusion is integral to our business strategy and critical to our success.

Stay Connected

Join our team and be part of a community that values networking, leadership, and professional development. Stay up-to-date with industry trends and enhance your skills through our comprehensive training and development programs.

Search DXC Technology Jobs

Discover the exciting and rewarding career opportunities awaiting you at DXC Technology. Tailor your job search to match your professional skills and interests. We are actively hiring and looking for curious, creative, and solution-driven team players.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at DXC Technology. Join DXC Technology and be part of a team that’s dedicated to making a difference in the world of technology and beyond. Your career journey starts here, where your skills, innovation, and leadership will help shape the future of global industries.
Learn more about DXC Technology
Size
130,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
-$2.8 billion
Founded
2017
5 Year Trend
+16.4%
Revenue
$18.1 billion
NASDAQ
DXC
* Ladders Estimates

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