Inside the Role
Operations, Performance & Compliance Specialist supports the oversight of service center performance across multiple regions, including third-party vendor operations in Canada and internal Service Center operations in Mexico.
This role combines contact center operations experience with strong analytical skills to support the development, monitoring, and continuous improvement of key performance indicators (KPIs), service levels, and compliance standards. The position partners with U.S. leadership and international teams to help drive consistent execution, performance visibility, and operational improvement across service channels.
Posting Information
We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.
We Take Care of Our Team
Pay offered dependent on knowledge, skills, and experience
Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 15 calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans.
What You Drive at DTFS
1. Service Center Operations & Performance Support
Support performance monitoring across multi-site service center operations, including internal and vendor-managed teams
Help establish and track KPIs and SLAs (e.g., service levels, average handle time, quality, productivity, compliance, customer experience)
Ensure KPI reporting is applied consistently across regions to promote visibility and accountability
Partner with site leaders to identify performance trends and support improvement efforts
2. Data Analytics & Performance Reporting
Develop and maintain reporting and dashboards to track service center KPIs and performance metrics
Analyze operational data to identify trends, risks, and opportunities across Canada and Mexico service centers
Translate data into clear, actionable insights to support decision-making and performance improvements
Provide regular, structured updates to North America leadership on operational performance
3. Process Integration & Service Transition
Support coordination of process transitions across service centers (e.g., Canada to Mexico Service Center)
Assist in documenting and maintaining standard operating procedures (SOPs) to ensure consistency
Partner with cross-functional teams (Operations, IT, Risk, Compliance) to support process improvements and integration activities
Contribute to continuous improvement initiatives focused on efficiency and consistency
4. Compliance & Quality Assurance
Support adherence to regulatory requirements, including Canadian compliance standards (e.g., PIPEDA, provincial regulations)
Monitor quality assurance processes within the contact center environment
Assist with audits (remote and in-person) to ensure adherence to processes and standards
Partner with training teams to help ensure materials align with operational needs and quality expectations
5. Cross-Regional Coordination
Act as a point of contact between U.S. leadership and international service center teams
Support coordination across regions and time zones to ensure alignment on priorities and expectations
Build strong working relationships to support consistent execution and performance outcomes
Knowledge You Should Bring
Education:
Bachelor’s Degree (MBA, Management, or related field preferred)
Experience:
~3–5 years of experience in contact center or service center operations, analytics, or related environments
Experience supporting KPI tracking, reporting, or operational performance management
Technical Skills:
Strong data analysis and reporting skills (Excel, Power BI, or similar tools)
Ability to interpret data and support actionable recommendations
Subject Matter Knowledge:
Foundational understanding of service center operations and performance metrics preferred
Communication:
Strong verbal and written communication skills with the ability to work across teams and geographies
Experience working with global teams; Spanish language skills preferred but not required
Core Competencies
Operational Awareness:
Understanding of service center workflows and performance drivers
Analytical Thinking:
Uses data to identify trends and support decision-making
Accountability:
Takes ownership of assigned deliverables and follows through on commitments
Continuous Improvement Mindset:
Contributes to process enhancements and operational improvements
Collaboration:
Works effectively across teams and regions
Self-Management:
Able to manage priorities across multiple stakeholders and time zones
#LI-DTFSUSA #LI-Hybrid
Where We Work
This position is open to applicants who can work in (or relocate to) the following location(s)-
Charlotte, NC US, Fort Mill, SC US. Relocation assistance is not available for this position.
Schedule Type:
Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.
Daimler Truck Financial is the captive financial services provider for the Daimler Trucks North America family of commercial vehicle products, including Freightliner Trucks, Western Star, SelecTrucks, Sprinter Vans, Thomas Built Buses and Fuso. We have specialized in financing commercial vehicles for more than 40 years. This proven experience gives us critical insights into helping businesses overcome challenges unique to the trucking industry. Additionally, we offer a range of financing solutions that can be customized to meet each individual business's needs, from owner-operators to large fleet managers and nearly every venture in-between.
To achieve our goal of being the first-choice provider of vehicle financial products and services that support our brands, dealers and customers, we are looking for talented, diverse and inspired people with the skills, experience and innovative spirit to provide a first-class experience at every turn. We are committed to providing a great workplace environment that fosters a culture of openness, support and camaraderie. Our employee programs and benefits are reflective of our values and are designed to promote growth, balance and wellness in many aspects of your career and life.
Additional Information
Applicants must be legally authorized to work permanently in the country of posting
Final candidate must successfully complete a criminal background check
Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
EEO - Disabled/Veterans
Daimler Truck Financial Services is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.
For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935