Director of AI-Driven Contact Center Ops

Brio Water Technology; Glendale (CA); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

401K Retirement Plan

Paid Vacation Time

Paid Holidays

and More!

Job summary

Brio Water Technology, a Home Organizers, Inc. company, is seeking a Director of Contact Center Operations in Glendale.

The role leads the team from first contact to booked in-home consultations, driving speed to lead and booking metrics, while transforming to an AI-first, measurement-driven operation. You’ll partner with Sales, Marketing, Operations, and Technology, and oversee a nationwide contact center with some travel.

Qualifications

• 8+ years in contact center or inside sales operations
• 4+ years leading managers and teams
• Measurable gains in booking or conversion rate
• Experience building contact center processes from scratch
• Hands-on with AI agents or automation in a contact center

Responsibilities

• Own booking performance across brands and target a 98%+ booking rate
• Own speed to answer/lead, confirmation and sit rates
• Design and enforce call flows, scripts, callbacks, and follow-up cadences
• Build objection-handling playbooks and train reps to yes
• Lead AI transformation and rollout, including agents and automation
• Create dashboards and integrations with Technology team
• Modernize omnichannel operations and ensure consistent brand representation
• Lead nationwide contact center expansion and talent development

Job description

Brio Water Technology, a Home Organizers, Inc. company, is seeking a Director of Contact Center Operations in Glendale.

The role leads the team from first contact to booked in-home consultations, driving speed to lead and booking metrics, while transforming to an AI-first, measurement-driven operation. You’ll partner with Sales, Marketing, Operations, and Technology, and oversee a nationwide contact center with some travel.