Director, Customer Support Operations & Performance

Bob's Discount Furniture; Pennsylvania; On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Paid time off

401(k) Profit Sharing

Pet Insurance

Life Insurance

Professional Development

Employee Discount

Job summary

Bob’s Discount Furniture is seeking a Director of Customer Support Operations to lead in‑house and third‑party contact centers, delivering exceptional service and driving performance. This role directs end‑to‑end operations, vendor management, technology optimization, and a culture of high performance.

The role requires building on data and insights to improve KPIs, and leading a team of center managers toward a world‑class customer experience.

Qualifications

• 8+ years in Customer Support or Contact Center operations.
• Proven leadership of center operations and teams.
• Experience managing third-party vendors and SLAs.
• Ability to translate data into actionable insights.
• Bachelor’s degree in business management or related field.

Responsibilities

• Oversee daily operations for in-house and third-party centers.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Implement tools and processes to optimize delivery.
• Manage vendor relationships and performance reviews.
• Provide insights to senior leadership from performance data.
• Lead strategic process-improvement initiatives.
• Develop the contact center management team.

Skills

Center Leadership

Analytics

Process Improvement

Vendor Management

Tech & Tools

People Leadership

Education

Bachelor's degree in Business Management

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob’s Discount Furniture is seeking a Director of Customer Support Operations to lead in‑house and third‑party contact centers, delivering exceptional service and driving performance. This role directs end‑to‑end operations, vendor management, technology optimization, and a culture of high performance.

The role requires building on data and insights to improve KPIs, and leading a team of center managers toward a world‑class customer experience.