Director, Customer Support Operations & Experience

Bob's Discount Furniture; Boston (MA); Remote; USD 150,000 - 190,000; Full time

Job summary

Bob's Discount Furniture is seeking a Director of Customer Support Operations to lead both in-house and partner contact centers, delivering exceptional service while aligning with business goals. You will own performance management, vendor relationships, process optimization and technology enablement, building a data-driven, high-performing support culture that puts the customer first.

You will drive operational excellence, coach leaders, and collaborate with cross-functional teams to ensure

Qualifications

• Lead daily operations across in-house and third-party contact centers.
• Analyze operational data, identify trends, and translate findings for senior leadership.
• Drive strategic initiatives that improve agent productivity and key support metrics.

Responsibilities

• Oversee daily operations for both in-house and third-party contact centers.
• Ensure adherence to service-level agreements, KPIs, and quality standards across customer support operations.
• Implement and manage tools, technologies, and processes that optimize customer service delivery.
• Manage third-party contact center vendors and ensure alignment with organizational standards and performance expectations.
• Conduct regular vendor and operational performance reviews and implement corrective actions when needed.

Skills

Contact Center Leadership

Performance Analytics

Process Improvement

Vendor Management

Technology & Tools

People Leadership

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 partner contact centers, delivering exceptional service while aligning with business goals. You will own performance management, vendor relationships, process optimization and technology enablement, building a data-driven, high-performing support culture that puts the customer first.

You will drive operational excellence, coach leaders, and collaborate with cross-functional teams to ensure