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Added 2 mins ago
T
ServiceNow Architect
TEKsystems
Hanover, MD
- $148,200 to $222,400 USD / year
…for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and…
Added 2 mins ago
AS
Director Loyalty & Omnichannel Growth
Alastin Skincare, Inc.
United States
- $200,000 to $240,000 USD / year
8-10+ years across omnichannel strategy, loyalty, CRM, customer or marketing analytics, or digital marketing, including proven loyalty program strategy, development, and management.
Added 2 mins ago
Lead Technical Program Manager (Director level, individual contributor)
Company 19 - John Hancock Life Insurance Company (U.S.A.)
Boston, MA
The Lead (Director level) Technical Program Manager (TPM) will be the lead point of contact on assigned initiatives that require delivery of end-to-end technology solutions. The TPM will…
Added 5 mins ago
Account Management Director, Advanced Therapies (Cell and Gene Therapy)
Fujifilm
Concord, NH
Expand relationships that accelerate next‑generation therapies. As FUJIFILM Biotechnologies’ Account Director for Advanced Therapies, you will unlock growth across a portfolio of strategic…
Added 5 mins ago
Business Development Director, Advanced Therapies (Cell and Gene Therapy)
Fujifilm
Concord, NH
Win the programs that shape the future of cell and gene therapies. As FUJIFILM Biotechnologies’ Business Development Director for Advanced Therapies, you’ll own growth across the FUJIFILM…
Added 5 mins ago
Senior Director, Learning & Development
Indeed
Concord, NH
As the Senior Director, Learning & Development you will own the end-to-end learning journey across our field teams to include onboarding, product fluency and sales skills. You'll set the…
Added 5 mins ago
West Coast Business Development Director, Advanced Therapies (Cell and Gene Therapy)
Fujifilm
Concord, NH
Win the programs that shape the future of cell and gene therapies. As FUJIFILM Biotechnologies’ Business Development Director for Advanced Therapies, you’ll own growth across the FUJIFILM…
Added 5 mins ago
Associate Director, Clinical Pharmacology
Bausch + Lomb
Concord, NH
Contributes to action plans that best meet drug development business objectives, including candidate selection, first-in-human strategy, dose selection and justification, special population…
Added 5 mins ago
Senior Director, Digital Advertising
Veeam Software
Remote, United States
Veeam is seeking a Senior Director, Digital Advertising to lead our global digital marketing function and drive the strategy for how paid digital media drives demand generation and pipeline…
Added 7 mins ago
Director of Global Advocacy
GUTTMACHER INSTITUTE
New York, NY
Reporting to the Vice President of Global Research and Advocacy, the Director of Global Advocacy (DGA) will lead the Guttmacher Institute’s global advocacy strategy to advance sexual and…
Added 7 mins ago
Director of Research - Domestic
GUTTMACHER INSTITUTE
New York, NY
…reproductive health and rights. Through a unique and interrelated program of high-quality research, evidence-based advocacy and strategic communications, the Institute works to generate new…
Added 7 mins ago
Executive Director, CFO - Aetna Service Operations
CVS Shared Services Resources LLC
Remote, United States
Oversee the financial execution and strategy for Service Operations. This includes managing a budget of ~$3 Billion, explaining monthly results and variances, owning the quarterly…
Added 7 mins ago
Executive Director, VBC Analytics Shared Services, Reporting & Technology
CVS Shared Services Resources LLC
Hartford, CT
The Executive Director, VBC Analytics Shared Services, Reporting & Technology is accountable for the strategic direction, operational success, and modernization of enterprise Value-Based…
Added 9 mins ago
Nurse Director, Anesthesiology
Kaiser Permanente
Sacramento, CA
Directs hospital administrative functions to support patient care by: approving timelines, considering the development of strategies with stakeholders to identify factors contributing to…
Added 11 mins ago
Mid-Market Account Executive, Corporate Finance
AlphaSense
NY
Reports to: Director, Corporate Finance Sales
Added 11 mins ago
Manager, Molecular Diagnostics Laboratories
UKH University of Kansas Hospital Authority
Kansas City, KS
In collaboration with the Medical Director and Section Director; The Manager ensures development and validation practices are sound and meet/exceed regulatory requirements. The Manager…
Added 12 mins ago
IT Network & Systems Manager
Boulder Housing Partners
Boulder, CO
…properties, and resident-facing technology. Reporting to the Director of Information Technology, this position is accountable for reliable service delivery, infrastructure lifecycle…
Added 14 mins ago
Director Corporate & Athletic Engagement
Wilmington College
Wilmington, OH
The Director is responsible for developing philanthropic and strategic partnerships that advance the mission of the College, with responsibility for corporate partnerships, athletic…
Added 15 mins ago
Digital Experience Strategist
University of Nevada, Reno
United States
Reporting to the Assistant Director, Digital Experience, the position executes and optimizes the University's integrated paid media and growth strategies, ensuring the institution is…
Added 16 mins ago
UO
Director of Development, Community Hospitals
University of Virginia
Charlottesville, VA
- $120,000 to $130,000 USD / year
The University of Virginia's External Relations team is seeking an ambitious and relationship-driven Director of Development to help shape the future of philanthropy across UVA Community…
Added 16 mins ago
SE
Senior Technology Portfolio Manager
SWCA Environmental Consultants
Remote, United States
- $115,689.6 to $159,213 USD / year
…technology components. You will translate enterprise and technology strategy into actionable portfolio recommendations, helping leaders make informed decisions by providing visibility into…
Added 21 mins ago
Director, Aerospace Engineering
L3Harris Technologies
Waco, TX
L3Harris is seeking an experienced Director of Aeronautical Systems Engineering to lead a multi-site organization of more than 700 engineers supporting the development, integration, and…
Added 22 mins ago
CC
Deputy Chief of Development and Communications
Chinatown Community Development Center
San Francisco, CA
- $185,000 to $200,000 USD / year
…Board, and staff to develop and implement an integrated annual strategy for development and communications. This includes establishing clear fundraising and communications goals,…
Added 23 mins ago
UU
Senior HR Partner, University Relations
USC University of Southern California
Los Angeles, CA
- $120,000 to $130,000 USD / year
This position is a part of University Human Resources’ Client Services, reporting to a Director, and is assigned to USC University Relations as their respective client providing dedicated…
Added 23 mins ago
Sr. Product Manager (MSUITE BIM – DEWALT) – Remote
Black & Decker (U.S.) Inc.
Remote, United States
…detailing, fabrication, and field workflows. Reporting to the DEWALT Director of BIM, this role will play a key role in defining and executing product strategy, roadmap priorities, and…

Closed listing

Driven Brands

Director, Call Center Operations

NC, United States

$111,600.00 - $199,300.00

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Pay: $111,600.00 - $199,300.00
Experience: 10+ years of progressive leadership experience in customer care, contact center operations, customer experience, or shared services.
Posting language: English
Posted: Nov 2, 2026

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Original job description

Archived listing. The details below describe a past opening.

Company:Driven Brands Driven Brands is North America's largest automotive services company with a portfolio of iconic brands including Take 5 Oil Change®, Meineke Car Care Centers®, Maaco®, 1-800-Radiator & A/C®, Auto Glass Now®, and CARSTAR®. Our vision is to fuel the pursuit with the simplest, most convenient, and most reliable car care experience.

Headquartered in Charlotte, NC, Driven Brands is more than a workplace. We're a launchpad - for careers, for dreams, and for people driven to do great things.

Every day, we fuel the pursuit - for our customers chasing life's moments, for our franchisees building lasting legacies, and for each other as we grow, lead, and succeed together.

Performance matters. We take pride in it. We own it. We show up for one another and for our communities.

Because at Driven Brands, we're not just fixing cars. We're building futures, unlocking potential, and fueling what's possible - together.

JOB DESCRIPTION:

Driven Brands is looking for an enterprise-minded Director, Call Center Operations who wants to make a difference. Reporting relationship and specific organizational placement are to be determined. The role will support enterprise customer care operations across the Driven Brands portfolio.

The position is responsible for defining and executing the operating model, performance framework, workforce strategy, vendor approach, and transformation roadmap for customer care operations. This leader will establish common standards and modernize service delivery through process improvement, technology, automation, and AI, with accountability for measurable improvements in customer experience, service quality, operational efficiency, and cost-to-serve.

How you will Own It:

Develop and execute the enterprise customer care strategy, target operating model, and multi-year transformation roadmap across the Driven Brands portfolio.
Establish clear accountability for customer experience, service quality, operational performance, workforce productivity, and financial outcomes.
Build alignment across brand leadership and functional partners while balancing enterprise consistency with brand-specific customer needs.
Lead, develop, and inspire a high-performing customer care organization with a culture of ownership, continuous improvement, and customer focus.

What you’ll Drive:

Own end-to-end performance across internal teams, outsourced partners, and digital service channels.
Establish a unified KPI framework, executive scorecard, and operating review cadence across all brands.
Lead workforce planning, forecasting, capacity management, scheduling, and performance management to achieve service and productivity objectives.
Drive continuous improvement across customer satisfaction, service levels, first-contact resolution, quality, agent productivity, and cost-to-serve.
Translate operating data into clear insights, decisions, and action plans for senior leadership.

How you’ll Make a Difference:

Define the enterprise sourcing strategy and optimize the balance of in-house, outsourced, and automated customer interactions.
Own BPO governance, vendor performance, service-level compliance, commercial management, and partner accountability.
Lead quarterly business reviews, performance remediation, and joint continuous improvement initiatives with third-party providers.
Partner with Procurement, Legal, Finance, and Technology on vendor selection, contracting, renewals, and value realization.

How you’ll Go the Distance:

Lead modernization of customer care through center consolidation, technology, automation, analytics, and AI-enabled service delivery.
Own initiatives such as virtual agents, agent assist, intelligent routing, automated quality assurance, self-service, and knowledge management.
Partner with Technology and Digital teams to define the enterprise platform strategy across CCaaS, CRM, workforce management, quality management, and related capabilities.
Create disciplined business cases and adoption plans that deliver measurable improvements in customer outcomes, agent effectiveness, and operating cost.
Ensure automation expands efficiently without compromising service quality, brand standards, or customer trust.
Establish enterprise policies, standard operating procedures, quality standards, knowledge management practices, and change-control processes.
Ensure customer care operations comply with applicable privacy, regulatory, contractual, and company requirements.
Serve as the senior escalation point for material service, operational, customer, and vendor issues.
Provide concise executive reporting on performance, risks, transformation progress, and realized benefits.

You’re Good-to-Go if you have:

Bachelor's degree in business, operations, customer experience, or a related field.
10+ years of progressive leadership experience in customer care, contact center operations, customer experience, or shared services.
Demonstrated success leading complex, multi-site, multi-brand, or enterprise service operations.
Proven experience managing BPO partners, vendor relationships, and large-scale outsourced operations.
Strong knowledge of workforce management, forecasting, quality management, performance analytics, and contact center economics.
Experience leading operating-model transformation, process improvement, technology modernization, and organizational change.
Experience with CCaaS, CRM, workforce management, quality management, and AI-enabled customer service capabilities.
Strong analytical and financial acumen, including business-case development, budgeting, benefit tracking, and cost-to-serve management.
Strong executive presence and communication skills, with the ability to influence senior leaders and drive alignment in a matrixed organization.
Travel requirements: To be determined.

Added Fuel if you have:

Experience building or consolidating an enterprise customer care or shared services function.
Familiarity with omnichannel service models spanning voice, email, chat, SMS, and digital self-service.
Experience in a franchised, multi-unit, retail, automotive, or consumer services environment.
Advanced degree or relevant professional certification.

How we fuel the pursuit:

We’re more than a workplace. We’re a launchpad for careers, for dreams, and for people driven to do great things. Every day, we fuel the pursuit for our customers chasing life’s moments, for our franchisees building lasting legacies, and for each other as we grow, lead, and succeed together.

Performance matters. We take pride in it. We own it. We show up for one another and for our communities. Because at Driven Brands, we’re not just fixing cars. We’re building futures, unlocking potential, and fueling what’s possible together.

Belonging to Driven Brands means we’re All in, together:

We take pride in performance. We are a meritocracy, driven by results. We do the basics better than anyone, innovate, reward performance, and take pride in what we do.

We put customers first. Whether it’s a consumer, colleague, or franchise partner, we measure success through their eyes, always striving to exceed expectations, not just meet them.

We do business right. We lead with integrity, act with humility, and speak with candor, always doing what’s right, not just what’s easy.

We own it. We take the initiative and hold ourselves accountable. We celebrate individuals who deliver and the leaders who make that success possible.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

#DBCORP

Position Location:

North Carolina

Compensation Range:

$111,600.00 - $199,300.00

Compensation Frequency:

Annual Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com

Get early access to 50% of your earned wages at any time through our myFlexPay program.

About employer

More about this job

Skills

Reporting
Customer service
Process improvement
Customer experience
Leadership
Forecasting
Scheduling
Performance management
Regulatory compliance
Procurement
Quality assurance
Quality assurance procedures
Financial capability
Develop business case
Budget management
Communication skills

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