Director of AI-Driven Contact Center Operations

Home Organizers; Glendale (CA); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

Medical, Dental, Vision, LifeInsurance

401K Retirement Plan

Paid Vacation Time

Paid Holidays

Job summary

Brio Water Technology, a Home Organizers, Inc. company, seeks a Director of Contact Center Operations in Glendale. Lead the team turning inbound interest into booked in-home consultations across brands, with an AI-first, measurement-driven approach and a path to a nationwide contact center.

You will own speed to lead, booking rate, confirmation, and sit rates, while partnering with Sales, Marketing, and Technology. This hybrid role requires travel nationwide as needed.

Qualifications

• 8+ years in contact center or inside sales operations with leadership experience.

Responsibilities

• Own booking performance across brands and drive to 98%+ booking rate.
• Own speed to answer and speed to lead across channels.
• Design and enforce clear call flows and processes to prevent lost leads.
• Build objection-handling playbooks and train reps to yes.
• Run a high-accountability operation with live scorecards and cadence.
• Lead and develop call center leadership and bench of future leaders.
• Lead the department’s AI transformation from strategy to rollout.
• Deploy and optimize AI voice and chat agents and routing.
• Build automations, AI workflows, dashboards, and integrations with Technology.
• Modernize omnichannel operations (phone, text, email, web, social).
• Ensure consistent representation of each brand on calls and messages.
• Design a path to a nationwide contact center that scales with the business.
• Partner with Sales, Marketing, and Operations to convert leads to appointments and customers.

Skills

Contact center operations

Team leadership

AI transformation

Performance management

Multi-brand / multi-site leadership

CRM & contact center platforms

No-code/low-code tooling

Bilingual English/Spanish

Tools

CRM systems

Workforce management tools

Conversation intelligence

AI agents deployment

Job description

Brio Water Technology, a Home Organizers, Inc. company, seeks a Director of Contact Center Operations in Glendale. Lead the team turning inbound interest into booked in-home consultations across brands, with an AI-first, measurement-driven approach and a path to a nationwide contact center.

You will own speed to lead, booking rate, confirmation, and sit rates, while partnering with Sales, Marketing, and Technology. This hybrid role requires travel nationwide as needed.