Director, Call Center Operations

📋 Description

• Develop and execute the enterprise-wide customer care strategy, target operating model, and
• Establish clear accountability for customer experience, service quality, operational performance
• Align brand leadership and cross-functional stakeholders around common operational objectives while
• Lead, mentor, and develop a high-performing customer care organization, fostering accountability
• Oversee end-to-end customer care performance across internal teams, outsourced service providers
• Establish standardized KPIs, executive performance dashboards, and regular operational review

🎯 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
• Demonstrated success leading complex, multi-site, multi-brand, or enterprise-scale service
• Proven experience managing BPO partners, vendor relationships, and large outsourced service
• Strong understanding of workforce management, demand forecasting, quality assurance, performance
• Experience leading large-scale operating model transformations, process optimization initiatives

🎁 Benefits

• Annual salary: $111,600–$199,300 USD, depending on location, relevant experience, knowledge, and
• Additional compensation: Potential eligibility for performance-based bonuses, commissions, or other
• 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