Director, Call Center Operations
New
J
JobgetherCustomer care operations
Remote position available within the United States.Full-TimeDirector
SalaryAnnual salary: $111,600–$199,300 USD, depending on location, relevant experience, knowledge, and skills. Additional compensation: Potential eligibility for performance-based bonuses, commissions, or other incentives, depending on the position.
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Job Details
- Experience
- At least 10 years of progressively responsible leadership experience in customer care, contact center operations, customer experience, or shared services.
- Required Skills
- Quality AssuranceCRM
Requirements
- Hold a bachelor's degree in Business, Operations, Customer Experience, or a related discipline.
- Have at least 10 years of progressively responsible leadership experience in customer care, contact center operations, customer experience, or shared services.
- Demonstrate success leading complex, multi-site, multi-brand, or enterprise-scale service operations.
- Have experience managing BPO partners, vendor relationships, and large outsourced service operations.
- Bring strong understanding of workforce management, demand forecasting, quality assurance, performance analytics, and contact center financial models.
- Have experience leading large-scale operating model transformations, process optimization, technology modernization, and organizational change.
- Be familiar with CCaaS, CRM, workforce management, quality management, and AI-enabled customer service platforms.
- Demonstrate financial and analytical capabilities, including business case development, budgeting, benefits tracking, and cost-to-serve optimization.
- Have executive communication, stakeholder management, and influencing skills for complex, matrixed organizations.
- Be willing to travel as required; specific travel expectations are to be determined.
- Preferred: Experience establishing, scaling, or consolidating enterprise customer care or shared services organizations.
- Preferred: Familiarity with omnichannel service across voice, email, live chat, SMS, and digital self-service.
- Preferred: Experience in franchised businesses, multi-unit operations, retail, automotive services, or consumer-facing industries.
- Preferred: An advanced degree or professional certifications related to operations, customer experience, or contact center management.
Responsibilities
- Develop and execute the enterprise-wide customer care strategy, target operating model, and multi-year transformation roadmap.
- Establish accountability and standardized KPIs for customer experience, service quality, operational performance, workforce productivity, and financial results.
- Oversee customer care performance across internal teams, outsourced service providers, and digital communication channels.
- Lead workforce planning, demand forecasting, capacity management, scheduling, and performance optimization.
- Manage BPO partnerships, vendor governance, service-level agreements, business reviews, and performance improvement plans.
- Lead modernization initiatives involving contact center consolidation, technology upgrades, automation, advanced analytics, and AI-enabled service delivery.
- Partner with Technology and Digital teams on the roadmap for CCaaS, CRM, workforce management, and quality management platforms.
- Establish enterprise policies, operating procedures, quality standards, knowledge management practices, and change-control processes.
- Provide executive reporting on operational performance, business risks, transformation progress, and realized benefits.
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