Jobs in the United States

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Added just now
Java Development & CI/CD Technical Team Lead
Revolutional, LLC
McLean, VA
…day-to-day technical execution for a federal government software development program. This is a hands-on technical leadership role combining deep Java engineering expertise with ownership…
Added just now
General Manager
Goodfellas Pizzeria
Indianapolis, IN
Quarterly profit-sharing bonus program with senior leadership and management teams.
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NS
Branch Manager
NORTHEASTERN SUPPLY INC
Hagerstown, MD
- $54,080 to $100,000 USD / year
…driving sales, profitability, and market share while keeping operations, people, and customers thriving. You'll oversee everything from sales and warehouse logistics to inventory, finance,…
Added 1 min ago
C
Transportation Supervisor
CTDI
Tracy, CA
- $22.1 USD / hour
…CTDI has over 11,000 FT US Employees in over 60 world class US Operations. CTDI also has a global footprint with more than 20,000 employees…
Added 1 min ago
GI
Mission Services Team Lead - Bendix Campus - FT
GOODWILL INDUSTRIES GROUP
South Bend, IN
- $50,000 USD / year
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Open Rank (Assistant, Associate, or Full)
University of South Carolina
SC
…exercise science, athletic training, and physical therapy. The PhD program is consistently one of the top ranked programs in the US, and USC is among the top sport science universities in…
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Associate Director of Scholarships and Financial Aid
North Carolina State University
Raleigh, NC
As the Associate Director of Scholarships and Financial Aid, you will provide strategic leadership and operational oversight for scholarship administration, processing and management. In…
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Safety Director
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Louisville, KY
· Lead the development, implementation, and continuous improvement of the company-wide Health & Safety Program.
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Business Development Manager
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Remote, United States
In this role you will work at the center of the Cisco 360 Partner Program. You will collaborate extensively with cross-functional leadership, including Global Partner Sales, regional…
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- $33 to $44 USD / hour
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Executive Productivity & Automation Specialist (Open)
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Entry-Level Registered Nurse
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Supportive leadership team who wants to help YOU succeed
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VSE Systems SME
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Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
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Bilingual Consumer Lending Sales Specialist - Full Time
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- Full-time
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Bilingual Consumer Lending Sales Specialist - Full Time
Purpose Financial
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- Full-time
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Professional Tool Sales Specialist - Seattle/Tacoma
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- $85,000 to $95,000 USD / year
…ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or…
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Lead Engineer, GSE and Production Tooling
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…Middle River, MD. The Lead Engineer will be responsible for the development, implementation, and continuous improvement of tooling, GSE, and test for the Neutron Launch…
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Chief Engineer
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Director, Account Management
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Remote, United States
- $100,000 to $125,000 USD / year
…and product enhancement requests to Product, Marketing, and Leadership for strategic planning and roadmap…
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Seasonal Warehouse Associate, Joppa - Part Time
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- Part-time
…paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our…
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Retail Sales Associate - Furniture/Mattresses/Rugs, Southlake Mall - GA - Full Time
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- Full-time
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Administrative Support Team Associate, Leawood Town Center Plaza - Part Time
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- Part-time
…store running smoothly behind the scenes. You’ll support daily operations by maintaining an organized Store Management Office, handling administrative and human resources functions, and…
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Retail Sales Jewelry Clerical, Leawood Town Center Plaza - Part Time
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Jobgether

Director, Call Center Operations

Remote, United States

$111,600 to $199,300 USD / year

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Job details

Pay: $111,600 to $199,300 USD / year
Experience: At least 10 years of progressively responsible leadership experience in customer care, contact center operations, customer experience, or shared services.
Posting language: English
Posted: Nov 3, 2026

Original job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director, Call Center Operations based in the United States.

As the Director of Call Center Operations, you will lead the strategy, performance, and transformation of enterprise-wide customer care operations across a diverse portfolio of brands. You will define the operating model, workforce strategy, vendor management approach, and long-term roadmap to deliver exceptional customer experiences while improving operational efficiency. Overseeing internal teams, outsourced partners, and digital service channels, you will establish consistent performance standards and drive measurable business results. You will also spearhead the modernization of customer service through innovative technologies, automation, advanced analytics, and AI-powered solutions. Working closely with senior leadership and cross-functional teams, you will balance enterprise-wide objectives with individual brand requirements. This is an exciting opportunity for an experienced executive to shape large-scale customer care operations, lead organizational transformation, and build a high-performing, customer-focused culture.

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.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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More about this job

Skills

Customer service
Vendor management
Leadership
Customer experience
Process improvement
Communication skills
Forecasting
Scheduling
Quality assurance
Business processes
Procurement
Call routing
Quality assurance procedures
Reporting
Develop business case
Budget management
Stakeholder management

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