About the Role
We’re looking for an Assistant Director of Operations to help lead a customer support center environment. In this role, you’ll work closely with the Director of Operations to oversee daily business activities, strengthen operational processes, support team performance, and advance strategic objectives.
You’ll partner with managers, senior leaders, clients, and cross-functional teams to maintain operational excellence, deliver exceptional customer service, and strengthen client satisfaction. This role requires a collaborative leader who can use data, sound judgment, and strong business acumen to identify opportunities and drive meaningful improvements.
What You'll Do
- Assist the Director of Operations with developing and implementing operational plans, policies, and initiatives that support company goals and continuous improvement.
- Partner with managers to oversee daily operations, staffing, workflows, service delivery, and team performance.
- Support client initiatives, participate in client meetings, and maintain alignment across teams to advance client satisfaction and strategic objectives.
- Oversee staff performance and partner with managers to provide coaching, guidance, and accountability.
- Ensure performance, quality, service, and customer-experience standards are consistently met or exceeded.
- Use data and analytics to support decision-making, operational problem-solving, and process improvement.
- Translate business strategy into practical plans and effective day-to-day execution.
- Identify operational trends, risks, service gaps, and opportunities for improvement.
- Support engagement growth through successful project delivery, strategic differentiation, and proactive partnership with Blueprint and client leadership.
- Champion initiatives that improve customer and employee experiences.
- Monitor budgets, operational costs, staffing needs, and resource allocation.
- Communicate operational performance, risks, blockers, tradeoffs, and recommendations clearly to leaders and stakeholders.
What You'll Bring
- Four to six years of progressively responsible leadership experience in operations, service delivery, or a comparable fast-paced and evolving environment.
- Proven experience managing people, developing leaders, and improving team performance.
- Experience overseeing daily operations, workflows, service delivery, and performance expectations.
- Strong business acumen and previous accountability for quality, service, or operational-performance targets.
- Experience managing senior-level client expectations and resolving delivery-related concerns.
- Ability to translate business strategy into tactical plans and day-to-day execution.
- Strong strategic thinking, critical thinking, decision-making, and problem-solving skills.
- Ability to use data and performance metrics to identify trends, evaluate operations, and drive improvements.
- Strong organizational and time-management skills with the ability to oversee multiple teams, departments, and priorities.
- Excellent written, verbal, interpersonal, presentation, and stakeholder-management skills.
- Ability to coach, mentor, motivate, and lead a diverse team.
- Ability to work independently, exercise sound judgment, meet deadlines, and seek guidance when appropriate.
- Commitment to service excellence, customer satisfaction, employee engagement, and continuous improvement.
- Ability to use Blueprint tools, standards, and processes effectively to support business needs and solve operational challenges.
Preferred Qualifications
- Leadership experience within a customer support center.
- Experience supporting a client-facing service-delivery engagement.
- Experience with workforce planning, budget management, resource allocation, and operational reporting.
- Knowledge of gaming industry trends, major events, products, and news.
Schedule and Work Requirements
- This role requires full-time onsite work to support and engage directly with teams working across varying schedules.
- Flexibility to adjust working hours based on business, client, and staffing needs is required.
- Occasional weekend and holiday coverage may be required.
- Time-off availability may be limited during peak business periods to maintain appropriate operational coverage.
Compensation
At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.
For candidates based in Washington State, the anticipated compensation range is $100,000 to $125,000 USD annually. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final compensation and job title may vary depending on the selected candidate’s qualifications.
Location and Work Arrangement
Bellevue, Washington
This role requires 100% onsite work at the Bellevue office.
