Director, Contact Center Operations

Brio Water Technology, Inc.; Glendale (CA); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

401K Retirement Plan

Paid Vacation Time

Paid Holidays

Job summary

Brio Water Technology, a Home Organizers, Inc. company, seeks a Director of Contact Center Operations to transform inbound interest into booked in-home consultations across our brands.

Own the path from first contact to a confirmed appointment and drive a 98%+ booking rate with excellent customer experience. This hybrid role based in Glendale, CA, collaborates with Sales, Marketing, Operations and Technology; national travel as needed.

Qualifications

• 8+ years in contact center or inside sales operations, incl. 4+ years leading teams.
• Proven record of gains in booking/conversion rate, speed to answer, and CSAT.
• Experience building contact center processes and call flows from scratch.
• Hands-on deploying AI agents or automation; no-code/low-code or coding.
• Hands-on with contact center platforms, CRMs, WFM, and conversation intelligence.
• Experience leading multi-brand, multi-site, or remote teams.
• Bilingual English/Spanish a plus.
• Experience in home services or in-home appointment setting preferred.

Responsibilities

• Own booking performance across brands to achieve 98%+ booking rate.
• Manage speed to answer and lead on every channel; confirm and sit rates.
• Design call flows, scripts, callbacks, voicemail handling, follow-ups.
• Build objection-handling playbooks and train reps to yes.
• Run an accountable operation with scorecards and regular cadence.
• Develop call center leadership bench and recruit talent.
• Lead AI transformation, rollout and adoption.
• Deploy AI voice/chat, routing, dashboards and integrations.
• Modernize omnichannel operations and training.
• Ensure brand representation on calls/messages.
• Design path to nationwide contact center scaling.
• Collaborate with Sales/Marketing/Operations to convert leads to appointments.

Skills

Contact center operations

Leadership of managers

High accountability

Data-driven metrics

AI/Automation in contact center

Cross-functional collaboration

Bilingual English/Spanish

Tools

CRMs

Workforce management

Conversation intelligence

AI automation 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 [title]. It is a hybrid role based in Glendale, with national travel as needed.

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.

Benefits / Perks

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:

• 401K Retirement Plan
• Paid Vacation Time
• Paid Holidays
• and More!

The pay range for this role is:

160,000 - 190,000 USD per year (Glendale)