Director, Customer Support Operations (Remote)

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

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.
• Analyze performance data, identify trends and improvement opportunities, and provide actionable insights to senior leadership.
• Lead strategic process-improvement initiatives that strengthen customer experience and operational results.
• Lead, coach, and develop the contact center management team and ensure senior leaders execute responsibilities across internal and third-party teams.

Who We Are

At Bob’s, we have fun, we love what we do, and we’re growing fast! As one of the leading omni-channel furniture retailers in the country with over 200 stores, we’re committed to creating a workplace that values skills-based hiring, diverse perspectives, and an inclusive culture where everyone can thrive.

How We Will Support Your Success

We know you have many choices when it comes to your career. At Bob’s, we invest in your growth, well-being, and career advancement.

Benefits & Perks

• Competitive Medical, Dental, and Vision Insurance
• Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday!
• 401(k) Profit Sharing Plan with a generous company match
• Pet Insurance and employer-paid Life Insurance options
• Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
• Employee Discount starting on Day 1, plus exclusive partner discounts
• And so much more!

Our Culture & Core Values

At Bob’s, we believe in fostering a positive, inclusive, and skill-driven work environment. Our core values—Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability, and Fun—guide everything we do. We’re not just a workplace; we’re a team that supports and celebrates each other!

Minimum Qualifications

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

Physical Demands

Physical demands were not specified in the source job description and should be confirmed before posting.

Diversity is a Core Value at Bob’s Discount Furniture

Diversity is a Core Value at Bob’s Discount Furniture, we want you to feel at home. Whether you’re shopping with us or a part of the Bob’s team, we want you to know that you are valued, appreciated, and free to be who you are. We are committed to creating a place as diverse as the communities we serve.

It is policy of Bob’s Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment.

No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities

$115,000 - $140,000

It is policy of Bob’s Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment.

No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

For accommodation requests only please contact [e-mail].

For accommodation requests only please contact [e-mail].

Bob's Discount Furniture is an everyday value-priced furniture and bedding retailer expanding rapidly across the nation in the Northeast, Mid-Atlantic, Midwest and West Coast regions. No matter what you spend – whether $20 or $20,000, one standard applies to everyone. The company was founded in 1991 on the principle of providing unsurpassed values in the middle price range. Honesty and integrity are the hallmarks of the "Bob's Way" of doing business - a philosophy that applies to customer, co-worker, vendor and community relations. Bob’s truly values the contributions of every associate; therefore, along with opportunities for career growth we offer training, competitive compensation, outstanding benefits and a professional, fun, fast paced work environment. Our continued success has created exciting opportunities for our associates to enjoy truly rewarding careers. Our mission is to make quality and appealing furniture attainable for everyone and to bring integrity, transparency, and a little FUN to the furniture business. At Bob’s Discount Furniture, we have fun, we love what we do, and it shows in our expansive growth!