Director, Enterprise Call Center Transformation

Jobgether; United States; A distancia; USD 112.000 - 199.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance-based bonuses

Health and wellness benefits

Remote work within United States

Descripción de la vacante

Jobgether, on behalf of a partner company, seeks a Director of Call Center Operations in the United States to lead enterprise customer care transformation across brands. You will shape operating models, workforce strategy, vendor governance, and a multi-year roadmap to deliver exceptional experiences while driving efficiency.

You will oversee internal teams, outsourced partners, and digital channels, establish standard KPIs, and advance modernization with AI, automation, and analytics to achieve

Formación

• Bachelor’s degree in Business, Operations, Customer Experience, or a related discipline.
• At least 10 years of progressively responsible leadership experience in customer care, contact center operations, or shared services.
• Proven experience managing BPO partners, vendor relationships, and large outsourced service operations.
• Strong understanding of workforce management, demand forecasting, quality assurance, performance analytics and cost-to-serve optimization.
• Experience leading large-scale operating model transformations, process optimization initiatives, technology modernization, and organizational change.
• Familiarity with CCaaS, CRM, workforce management, quality management and AI-enabled customer service solutions.
• Strong financial and analytical capabilities, including business case development, budgeting, benefits tracking, and cost-to-serve optimization.
• Excellent executive communication, stakeholder management and influencing skills, with the ability to build alignment and drive decisions within complex, matrixed organizations.
• Strategic thinking and strong leadership capabilities, combined with a hands-on, results-oriented approach.
• Willingness to travel as required, with specific travel expectations to be determined.

Responsabilidades

• Develop and execute enterprise-wide customer care strategy, target operating model, and multi-year transformation roadmap.
• Oversee end-to-end customer care performance across internal teams, outsourced providers, and digital channels.
• Establish standardized KPIs, executive performance dashboards, and regular operational review processes across all business units.
• Lead workforce planning, demand forecasting, capacity management, scheduling, and performance optimization to meet service and productivity targets.
• Drive continuous improvements in customer satisfaction, service levels, first-contact resolution, quality assurance, agent productivity, and cost-to-serve.
• Translate operational data and performance trends into actionable insights, recommendations, and strategic decisions for senior leadership.
• Define the enterprise sourcing strategy and optimize the balance between internal operations, outsourced services, and automated customer interactions.
• Oversee BPO partnerships, including vendor governance, SLAs, and performance improvements.
• Lead quarterly business reviews with third-party providers and manage value realization and renewal negotiations.
• Collaborate with Procurement, Legal, Finance and Technology on vendor selection and adoption plans.
• Lead modernization initiatives involving CCaaS, automation, AI, and knowledge management across platforms.
• Ensure compliance with privacy, regulatory, contractual and internal requirements and maintain change-control processes.
• Act as senior escalation point for significant customer service and vendor issues and provide executive reporting.

Conocimientos

Executive leadership

Customer experience

Stakeholder management

Analytical skills

Change management

Vendor management

BPO management

Forecasting

Educación

Bachelor's degree in Business, Operations, Customer Experience, or related discipline

Herramientas

CCaaS

CRM

Workforce management

Quality management

AI-enabled solutions

Descripción del empleo

Jobgether, on behalf of a partner company, seeks a Director of Call Center Operations in the United States to lead enterprise customer care transformation across brands. You will shape operating models, workforce strategy, vendor governance, and a multi-year roadmap to deliver exceptional experiences while driving efficiency.

You will oversee internal teams, outsourced partners, and digital channels, establish standard KPIs, and advance modernization with AI, automation, and analytics to achieve