James Down

James Down is a seasoned professional with extensive experience in operations and service excellence within the call center industry. Currently serving as the Senior Director of Operations at iQor since October 2011, James has full P&L accountability and oversight for a large multisite operation, leading a workforce of over 5,000 employees and managing projects for major global clients. Previously, James held the position of Vice President of Service Excellence at Cyber City Teleservices, where responsibilities included managing a large team focused on customer service and quality delivery. Other notable roles include Operations Training Manager at Métier Call Center, Program Manager/Senior Instructional Designer at Vertex Solutions Inc., and Project Manager at Arrowhead Global Solutions. James's early career included leadership roles in the US Marine Corps, contributing to training and career development programs. James holds a Master of Education from Old Dominion University and a Bachelor of Science in Psychology from the University of Maryland.