Director of Customer Support Operations & Performance

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

Benefits offered by this job

Medical Insurance

Paid Time Off

401(k) Match

Pet Insurance

Life Insurance

Tuition Reimbursement

Professional Development

Employee Discount

Job summary

Bob’s Discount Furniture is seeking a Director of Customer Support Operations to lead both in‑house and third‑party contact centers, delivering exceptional service and achieving organizational objectives.

This role provides end‑to‑end operational oversight across performance, vendor management, technology and process optimization, and team leadership, using data and insights to strengthen service delivery and cultivate a high‑performing culture.

Qualifications

• Minimum of 8 years in Customer Support or Contact Center Operations.
• 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.

Responsibilities

• Oversee daily operations for both in‑house and third‑party contact centres.
• Ensure adherence to service-level agreements, 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

Operations Leadership

Analytics

Process Improvement

Vendor Management

Technology Tools

People Leadership

Education

Bachelor’s degree

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob’s Discount Furniture is seeking a Director of Customer Support Operations to lead both in‑house and third‑party contact centers, delivering exceptional service and achieving organizational objectives.

This role provides end‑to‑end operational oversight across performance, vendor management, technology and process optimization, and team leadership, using data and insights to strengthen service delivery and cultivate a high‑performing culture.