Director, Customer Support Operations (Remote)

Bob's Discount Furniture; City of Albany (NY); Remote; USD 140,000 - 200,000; Full time

Job summary

Bob's Discount Furniture is hiring a Director, Customer Support Operations to lead both in-house and third-party contact centers, ensuring service excellence and operational excellence across the function.

The role focuses on leveraging data to improve KPIs, implement processes that boost agent productivity, and drive a high-performance culture with strong vendor management and technology enablement.

Qualifications

• Lead daily operations across in-house and third-party contact centers.
• Analyze operational data to identify trends and opportunities for senior leadership.
• Drive strategic initiatives to improve agent productivity and key CS metrics.
• Manage third-party vendor relationships and ensure performance.
• Implement and optimize tools and processes that strengthen service delivery.
• Develop and coach the contact center management team for high performance.

Responsibilities

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

Skills

Contact Center Leadership

Analytics

Process Improvement

Vendor Management

Technology & Tools

People Leadership

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Job Overview

The Director, Customer Support Operations leads both in-house and third-party contact center teams to deliver exceptional customer service and achieve organizational objectives. This role provides end-to-end operational oversight across contact center performance, vendor management, technology and process optimization, and team leadership. The Director uses data and customer insights to strengthen service delivery, improve key performance indicators, and build an engaged, high-performing culture.

What You'll Bring to Bob's

At Bob's Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by a combination of technical expertise, problem-solving abilities, behavioral and leadership skills, and customer focus. If you thrive in a dynamic environment and enjoy leveraging your skills to make an impact, this is the perfect opportunity for you!

Key Skills for Success

To excel in this role, you will need to demonstrate strengths in the following skill areas:

Core Competencies & Expertise

• Contact Center Operations Leadership: Lead daily operations across in-house and third-party contact centers, ensuring consistent service delivery and adherence to SLAs, KPIs, and quality standards.
• Performance Management & Analytics: Analyze operational data, identify trends and opportunities, and translate findings into actionable recommendations for senior leadership.
• Process Improvement: Lead strategic initiatives that improve agent productivity, Net Promoter Score, First Contact Resolution, Contacts per Order, and other key customer support metrics.
• Vendor Management: Manage third-party contact center relationships, establish performance expectations, conduct regular reviews, and implement corrective actions when needed.
• Technology & Tools: Implement and optimize tools, technologies, and processes that strengthen customer service delivery and operational efficiency.
• People Leadership: Lead, coach, and develop the contact center management team while promoting accountability, engagement, and a high-performance culture.

Preferred Competencies & Skills

• Strong focus on team engagement and agent experience.
• Customer-first mindset with a commitment to delivering a world-class and enjoyable customer experience.
• Digital-first approach with strong comfort and enthusiasm for modern technologies.
• Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
• Strong organizational skills with the ability to manage multiple priorities, shifting business needs, and deadlines.
• Detail-oriented, action-focused leadership style with the ability to balance tactical execution and broader strategic goals.

Key Responsibilities

• Oversee daily operations for both in-house and third-party contact centers.
• Ensure adherence to service-level agreements, key performance indicators, 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.