Director, Customer Support & Center Operations

Bob's Discount Furniture; Manchester (CT); Hybrid; USD 115,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

401(k) Profit Sharing

Tuition Reimbursement

Paid Time Off

Employee Discounts

Job summary

Bob’s Discount Furniture is seeking a Director of Customer Support Operations to lead both in-house and third-party contact centers. The role focuses on end-to-end operational oversight, performance analytics, and vendor relationships to drive high-quality customer service and strong KPIs.

The position emphasizes people leadership, process optimization, and a culture that values accountability and a customer-first mindset.

Qualifications

• Bachelor’s degree in business management, technology, marketing, or a related field.
• Minimum 8 years in Customer Support or Contact Center Operations.
• Experience managing third-party contact center vendors and performance expectations.
• Strong ability to use operational data to identify trends and actionable insights.
• Experience leading contact center management teams across multiple sites.

Responsibilities

• Oversee daily operations for in-house and third-party contact centers.
• Ensure adherence to SLAs, KPIs, and quality standards across operations.
• Implement and manage tools and processes to optimize customer service delivery.
• Manage third-party vendors and ensure alignment with standards.
• Conduct regular performance reviews and implement corrective actions.
• Analyze performance data to identify trends and improvement opportunities.
• Lead strategic process-improvement initiatives to strengthen CX and operations.

Skills

Contact Center Leadership

Analytics & Reporting

Process Improvement

Vendor Management

Technology & Tools

People Leadership

Education

Bachelor’s degree in business/related field

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob’s Discount Furniture is seeking a Director of Customer Support Operations to lead both in-house and third-party contact centers. The role focuses on end-to-end operational oversight, performance analytics, and vendor relationships to drive high-quality customer service and strong KPIs.

The position emphasizes people leadership, process optimization, and a culture that values accountability and a customer-first mindset.