JAMES R. LEE
Las Vegas,NV
Summary
Dynamic executive operations leader with a proven track record in overseeing global service delivery for over 1,000 agents across domestic and offshore networks, managing operational budgets ranging from $5M to $7M. With a decade of experience in large-scale service ecosystems within streaming, SaaS, and subscription platforms, expertise includes directing 24/7 global customer operations while ensuring accountability for workforce strategy, vendor performance, and escalation governance. Renowned for building and scaling high-performing operational organizations and developing robust leadership pipelines, adept at collaborating with senior executives during critical high-visibility events and major commercial initiatives. Committed to driving operational excellence and enhancing customer satisfaction through strategic oversight and innovative solutions.
Overview
9
9
years of professional experience
Work History
Director of Operations, D2C Care & Social
NBCUniversal / Peacock
Remote
08.2022 - Current
- Direct global 24/7 customer operations across domestic teams and India-based BPO partners supporting 1,000+ agents, 20 managers, and 80 supervisors across all U.S. time zones.
- Own $5–7M operating budgets and vendor portfolios while sustaining 93% CSAT vs. 80% enterprise targets during high-volume events and platform releases.
- Engineered 40% reduction in executive escalations by institutionalizing Voice-of-Customer loops, predictive modeling, and enterprise operating rhythms.
- Generated $2M in annual vendor savings through contract renegotiation, staffing model optimization, and productivity initiatives.
- Institutionalized enterprise vendor scorecards and escalation frameworks improving transparency, operational accountability, and leadership visibility.
- Serve as executive owner for Black Friday surges, major sporting events, promotions, cancellations, and critical platform launches.
- Partner cross-functionally with Legal, Product, Marketing, PR, and Communications to translate frontline insights into subscriber journey improvements.
- Lead board-level operating reviews and SVP briefings presenting service health, risk signals, and operational strategy.
- Partner with data teams to deliver executive dashboards and decision frameworks leveraging Salesforce, Tableau, NICE, and WFM platforms.
Director of Operations
Verse.io
Remote
06.2021 - 04.2022
- Led hyper-growth transformation scaling internal headcount from 40 to 110 employees in 90 days while onboarding 150+ BPO agents.
- Built the company’s first enterprise QA, workforce planning, and vendor governance programs supporting rapid operational scale.
- Designed scalable service frameworks and escalation governance for a high-growth SaaS platform supporting complex two-sided user journeys.
- Delivered 60% productivity gains through operating model redesign, performance frameworks, and escalation governance.
- Partnered with Product and Engineering to implement API tooling and closed-loop customer feedback systems reducing inbound demand.
- Recruited and developed Workforce and Training leadership teams to professionalize operations and support sustained scale.
Senior Operations Support Manager
24-7 Intouch
Las Vegas, NV
12.2018 - 05.2021
- Directed multi-site global service delivery across U.S., LATAM, and APAC operations overseeing 500+ FTE and 20 managers.
- Led enterprise programs for Warner Bros., Fandango, and The New York Times.
- Built governance models and executive operating cadences strengthening client trust, delivery performance, and renewal positioning.
- Established Voice-of-Customer and QA programs translating frontline insights into process redesign and product feedback.
- Delivered executive KPI reporting and strategic insights to senior client stakeholders.
- Led turnaround initiatives improving CSAT, AHT, and FCR across underperforming portfolios.
Team Leader
TTEC / Sling TV
Las Vegas, NV
03.2017 - 12.2018
- Led omnichannel SaaS and streaming support teams across phone, chat, and social channels managing complex escalations.
- Partnered with IT and Product to redesign CRM workflows and automate agent processes improving productivity and service quality.
- Optimized workforce-management models to support live-event and pay-per-view surges without degrading service levels.
- Delivered KPI-driven coaching and performance frameworks building high-performing frontline teams.
- Led Weekly Business Reviews with executive stakeholders surfacing risk signals and operational performance trends.
- Led cross-functional teams to enhance customer experience and streamline operations.
- Analyzed performance metrics to identify areas for process improvement and cost reduction.
- Conducted regular coaching sessions, providing feedback to drive employee development and engagement.
Education
Business Administration / Communications
Texas Southern University
Houston, TXSkills
- Global Customer Operations
- Enterprise Service Delivery
- P&L & Budget Ownership
- Offshore Vendor Governance
- Workforce Planning & Forecasting
- Operational Transformation
- QA & Training Modernization
- Crisis & Surge Leadership
- Cross-Functional Leadership
- Operational Program Architecture
EXECUTIVE IMPACT HIGHLIGHTS
- Direct national 24/7 customer operations spanning 1,000+ agents across all U.S. time zones and offshore delivery partners.
- Own $5–7M annual operating budgets while sustaining 93% CSAT vs. 80% enterprise targets during peak-volume events.
- Built QA-driven Voice-of-Customer programs converting interaction reviews into product feedback, process redesign, and roadmap inputs.
- Engineered 40% reduction in executive escalations through governance redesign and predictive operational modeling.
- Delivered $2M in vendor savings through contract renegotiation, staffing model redesign, and productivity programs.
- Led automation-first service transformation improving deflection, resolution speed, and service quality at scale.
- Executive owner for Black Friday surges, major sporting events, promotions, cancellations, and platform launches.
- Presented directly to SVP leadership and board-level forums, authoring operational performance reviews and risk reports.
- Command enterprise-wide incident response and postmortems during outages and high-risk events.
- Built multi-layer leadership structures across Operations, Workforce Management, and Training organizations.
Timeline
Director of Operations, D2C Care & Social
NBCUniversal / Peacock
08.2022 - Current
Director of Operations
Verse.io
06.2021 - 04.2022
Senior Operations Support Manager
24-7 Intouch
12.2018 - 05.2021
Team Leader
TTEC / Sling TV
03.2017 - 12.2018
Business Administration / Communications
Texas Southern University