Director, Call Center Operations

Accountabilities:

Enterprise Strategy and Leadership:
Develop and execute the enterprise-wide customer care strategy, target operating model, and multi-year transformation roadmap.
Establish clear accountability for customer experience, service quality, operational performance, workforce productivity, and financial results.
Align brand leadership and cross-functional stakeholders around common operational objectives while addressing individual brand requirements.
Lead, mentor, and develop a high-performing customer care organization, fostering accountability, continuous improvement, and customer-centricity.
Operational Performance and Workforce Management:
Oversee end-to-end customer care performance across internal teams, outsourced service providers, and digital communication channels.
Establish standardized KPIs, executive performance dashboards, and regular operational review processes across all business units.
Lead workforce planning, demand forecasting, capacity management, scheduling, and performance optimization to meet service and productivity targets.
Drive continuous improvements in customer satisfaction, service levels, first-contact resolution, quality assurance, agent productivity, and cost-to-serve.
Translate operational data and performance trends into actionable insights, recommendations, and strategic decisions for senior leadership.
Vendor and Outsourcing Management:
Define the enterprise sourcing strategy and optimize the balance between internal operations, outsourced services, and automated customer interactions.
Oversee business process outsourcing (BPO) partnerships, including vendor governance, service-level agreements, commercial performance, and accountability.
Lead quarterly business reviews, performance improvement initiatives, and corrective action plans with third-party providers.
Collaborate with Procurement, Legal, Finance, and Technology teams on vendor selection, contract negotiations, renewals, and value realization.
Technology, Transformation, and Governance:
Lead customer care modernization initiatives involving contact center consolidation, technology upgrades, automation, advanced analytics, and AI-enabled service delivery.
Drive the implementation of virtual agents, agent-assist technologies, intelligent call routing, automated quality assurance, self-service capabilities, and knowledge management solutions.
Partner with Technology and Digital teams to establish the enterprise technology roadmap across Contact Center as a Service (CCaaS), CRM, workforce management, and quality management platforms.
Develop business cases, implementation strategies, and adoption plans that deliver measurable improvements in customer experience, agent effectiveness, and operating costs.
Ensure automation and technology initiatives maintain service quality, brand consistency, and customer trust.
Establish enterprise policies, standard operating procedures, quality standards, knowledge management practices, and change-control processes.
Ensure compliance with applicable privacy, regulatory, contractual, and internal requirements.
Act as the senior escalation point for significant customer service, operational, and vendor-related issues.
Provide executive-level reporting on operational performance, business risks, transformation progress, and realized benefits.
Requirements:
Bachelor's degree in Business, Operations, Customer Experience, or a related discipline.
At least 10 years of progressively responsible leadership experience in customer care, contact center operations, customer experience, or shared services.
Demonstrated success leading complex, multi-site, multi-brand, or enterprise-scale service operations.
Proven experience managing BPO partners, vendor relationships, and large outsourced service operations.
Strong understanding of workforce management, demand forecasting, quality assurance, performance analytics, and contact center financial models.
Experience leading large-scale operating model transformations, process optimization initiatives, technology modernization, and organizational change.
Familiarity with contact center technologies and platforms, including CCaaS, CRM, workforce management, quality management, and AI-enabled customer service solutions.
Strong financial and analytical capabilities, including business case development, budgeting, benefits tracking, and cost-to-serve optimization.
Excellent executive communication, stakeholder management, and influencing skills, with the ability to build alignment and drive decisions within complex, matrixed organizations.
Strategic thinking and strong leadership capabilities, combined with a hands-on, results-oriented approach.
Willingness to travel as required, with specific travel expectations to be determined.
Preferred qualifications:
Experience establishing, scaling, or consolidating enterprise customer care or shared services organizations.
Familiarity with omnichannel customer service environments covering voice, email, live chat, SMS, and digital self-service.
Previous experience in franchised businesses, multi-unit operations, retail, automotive services, or consumer-facing industries.
An advanced degree in a relevant field or professional certifications related to operations, customer experience, or contact center management.
Benefits:
Annual 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.
Healthcare and wellness: Access to a range of health and wellness benefits.
Paid time off: Paid vacation and holiday benefits.
Flexible work arrangements: Remote position available within the United States.
Financial flexibility: Access to the myFlexPay program, allowing employees to receive up to 50% of their earned wages at any time.
Career development: Opportunity to lead enterprise-wide initiatives and contribute to strategic business transformation.
Leadership impact: Play a central role in shaping customer experience, operational excellence, and organizational growth across multiple brands.