Director, Customer Support Operations (Remote)

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

Benefits offered by this job

Competitive Medical, Dental, andVision

Generous paid time off, including

401(k) Profit Sharing Plan with a</p>

Pet Insurance and employer-paid Life

Professional Development: Tuition

Employee Discount starting on Day 1,

And so much more!

Job summary

Bob’s Discount Furniture is seeking a Director, Customer Support Operations to lead in-house and third-party contact centers, delivering exceptional service while aligning with company goals. You’ll oversee performance, vendor management, technology, and process improvements to elevate customer experience.

You’ll drive data-informed decisions, build a high-performing culture, and partner with senior leadership to optimize KPIs, agent engagement, and operational efficiency across channels.

Qualifications

• 8+ years in customer support or contact center operations.
• Experience leading contact center operations and management teams.
• Experience managing third‑party vendors and performance expectations.
• Strong ability to use data to identify trends, improve performance, and communicate insights to leadership.
• Bachelor’s degree in business management, technology, marketing, or a related field.

Responsibilities

• Oversee daily operations for in‑house and third‑party contact centres.
• Ensure adherence to SLAs, KPIs, and quality standards across customer support operations.
• Implement and manage tools, technologies, and processes that optimise customer service delivery.
• Manage third‑party contact centre vendors and ensure alignment with organisational 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 centre management team and ensure senior leaders execute responsibilities across internal and third‑party teams.

Skills

Customer Support

Contact Center Operations

Data analysis

Leadership

Education

Bachelor’s degree in business management, technology, marketing, or a 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 optimisation, 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.

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 optimisation, 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, behavioural 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 optimise 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 organisational 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 centres.
• Ensure adherence to service‑level agreements, key performance indicators, and quality standards across customer support operations.
• Implement and manage tools, technologies, and processes that optimise customer service delivery.
• Manage third‑party contact centre vendors and ensure alignment with organisational 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 centre 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 centre 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

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