Director, Customer Support Ops - Elevate Service & Performance

Bob's Discount Furniture; Harrisburg (Dauphin County); Remote; USD 150,000 - 210,000; Full time

Job summary

Bob's Discount Furniture is seeking a Director of Customer Support Operations to steer both in-house and third-party contact center teams toward outstanding service delivery and measurable improvements in performance. You will lead end-to-end operations, leverage data insights, and build a high-performing culture focused on customer success and operational excellence.

Ideal candidates bring senior leadership experience in contact centers, a hands-on approach to analytics, and a proven track

Qualifications

• Extensive experience leading in-house and third-party contact centers.
• Strong data analytics and KPI-driven decision making.
• Proven ability to drive process improvements and customer experience.

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

Analytics & KPI

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 steer both in-house and third-party contact center teams toward outstanding service delivery and measurable improvements in performance. You will lead end-to-end operations, leverage data insights, and build a high-performing culture focused on customer success and operational excellence.

Ideal candidates bring senior leadership experience in contact centers, a hands-on approach to analytics, and a proven track