Director, Contact Center Director 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, is a market leading water products brand that has helped millions stay hydrated through its unique and innovative product line. We offer full home water solutions designed to elevate the way people hydrate, combining sophisticated technology with modern, top tier design to deliver exceptional performance, customer satisfaction, and enhanced functionality.

About the Role

We're looking for a Director of Contact Center Operations to lead the team that turns inbound interest into booked in-home consultations across our portfolio of home improvement brands. You'll own the full path from first contact to a confirmed appointment: speed to lead, booking rate, confirmation and sit rates. You'll also lead the department's transformation into an AI-first, measurement-driven operation, including the path to a nationwide contact center.

This role partners closely with Sales, Marketing, Operations, and Technology and reports to executive leadership. It is based in Glendale, with time in Whittier and City of Industry.

What You'll Do

• Own booking performance across brands, driving toward a 98%+ booking rate while delivering an experience customers rave about.
• Own speed to answer and speed to lead on every channel, plus appointment confirmation and sit rates.
• Design, document, and enforce clear call flows and processes so no lead slips through: greetings and scripts, missed-call callbacks, voicemail handling, dropped-call recovery, and follow-up cadences for undecided and lost customers.
• Build objection-handling playbooks for pricing, product lines, and other common objections, and train reps until they get to yes.
• Run a high-accountability operation with clear standards, live scorecards, and a daily, weekly, and monthly performance cadence. Coach relentlessly and recognize winners.
• Partner with and develop the existing call center leadership team, recruit strong talent, and build a bench of future leaders.
• Lead the department's AI transformation, from strategy and change management through rollout and adoption.
• Deploy and optimize AI voice and chat agents, conversation intelligence, and automated routing so people spend their time where they make the biggest difference.
• Build automations, AI workflows, dashboards, and integrations hands-on, and partner with the Technology team on larger builds.
• Modernize operations across omnichannel communication (phone, text, email, web, social), workforce management, QA, and training.
• Ensure each brand is represented consistently and accurately on every call and message.
• Design and lead the path to a nationwide contact center that scales with the business.
• Partner with Sales, Marketing, and Operations to turn leads into appointments and appointments into happy customers.

Qualifications

• 8+ years in contact center or inside sales operations, including 4+ years leading managers and teams.
• Background in a high-accountability, conversion-focused contact center where every lead matters and follow-up discipline is non-negotiable.
• Track record of measurable gains in booking or conversion rate, speed to answer, and customer satisfaction.
• Proven experience building and documenting contact center processes and call flows from scratch.
• Hands-on experience deploying AI agents or automation in a contact center, and comfort building tools yourself (no-code, low-code, or code).
• Hands-on experience with contact center platforms, CRMs, workforce management, and conversation intelligence tools.
• Experience leading multi-brand, multi-site, or remote/distributed teams.
• Extremely measurement-driven, energetic, and positive under pressure; an accountability leader who develops people.
• Experience in home services, home improvement, or in-home appointment setting strongly preferred.
• Bilingual English/Spanish a plus.

We believe in recognizing and rewarding our employees for a job well done. We offer growth potential for motivated individuals, competitive compensation, and a comprehensive benefits package, including: