Director, AI-Driven Contact Center Operations

Brio Water Technology; Glendale (CA); On-site; USD 150,000 - 200,000; Full time

Benefits offered by this job

Comprehensive benefits package

Growth potential

Job summary

Brio Water Technology, a Home Organizers, Inc. company, seeks a Director of Contact Center Operations to lead the team turning inbound interest into booked in-home consultations.

You will own the full path from first contact to appointment, driving speed to lead, booking rate, confirmation, and sit rates. The role centers on transforming into an AI-first, measurement-driven operation with a nationwide reach.

Qualifications

• 8+ years in contact center or inside sales operations.
• 4+ years leading managers and teams.

Responsibilities

• Own booking performance across brands and drive 98%+ booking rate.
• Lead speed to answer/lead on all channels, plus appointment confirmation and sit rates.
• Design and enforce call flows and processes to reduce lead slips and improve follow-up cadences.
• Build objection-handling playbooks and train reps to close.
• Run a high-accountability operation with scorecards and cadence; coach and recognize winners.
• Develop call center leadership and recruit future leaders for multi-site teams.
• Lead the AI transformation from strategy through rollout and adoption.
• Deploy AI voice and chat agents, automation, and routing improvements.
• Build automations, AI workflows, dashboards, and integrations with Tech.
• Modernize omnichannel operations and maintain consistent brand messaging.

Skills

Contact center leadership

Operations leadership

AI transformation

Performance coaching

Multi-brand leadership

No-code/low-code automation

Measurement-driven

Bilingual English/Spanish

Tools

CRM platforms

Workforce management tools

Conversation intelligence tools

Job description

Brio Water Technology, a Home Organizers, Inc. company, seeks a Director of Contact Center Operations to lead the team turning inbound interest into booked in-home consultations.

You will own the full path from first contact to appointment, driving speed to lead, booking rate, confirmation, and sit rates. The role centers on transforming into an AI-first, measurement-driven operation with a nationwide reach.