Director, Contact Center Operations

Home Organizers; Glendale (CA); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

Medical, Dental, Vision, LifeInsurance

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 in Glendale. Lead the team turning inbound interest into booked in-home consultations across brands, with an AI-first, measurement-driven approach and a path to a nationwide contact center.

You will own speed to lead, booking rate, confirmation, and sit rates, while partnering with Sales, Marketing, and Technology. This hybrid role requires travel nationwide as needed.

Qualifications

• 8+ years in contact center or inside sales operations with leadership experience.

Responsibilities

• Own booking performance across brands and drive to 98%+ booking rate.
• Own speed to answer and speed to lead across channels.
• Design and enforce clear call flows and processes to prevent lost leads.
• Build objection-handling playbooks and train reps to yes.
• Run a high-accountability operation with live scorecards and cadence.
• Lead and develop call center leadership and bench of future leaders.
• Lead the department’s AI transformation from strategy to rollout.
• Deploy and optimize AI voice and chat agents and routing.
• Build automations, AI workflows, dashboards, and integrations with Technology.
• Modernize omnichannel operations (phone, text, email, web, social).
• Ensure consistent representation of each brand on calls and messages.
• Design a path to a nationwide contact center that scales with the business.
• Partner with Sales, Marketing, and Operations to convert leads to appointments and customers.

Skills

Contact center operations

Team leadership

AI transformation

Performance management

Multi-brand / multi-site leadership

CRM & contact center platforms

No-code/low-code tooling

Bilingual English/Spanish

Tools

CRM systems

Workforce management tools

Conversation intelligence

AI agents deployment

Job description

About this position

About the company

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!

About the company

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:

• Medical, Dental, Vision, Life Insurance
• 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)

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