Director of Operations & Center Transformation

One Call; Montpelier (VT); Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

Employee assistance program

Job summary

One Call seeks a Senior Director of Operations Support to lead scalable operational processes and infrastructure, enabling consistent service delivery.

You will drive standardization, workflow optimization, and automation, partnering with cross-functional leaders to meet KPIs and cost targets while supporting a transformed contact center model. This remote-first role reports to the VP of Operations and governs process improvements across key operations.

Qualifications

• Bachelor's or master's degree in business or related field.
• At least eight years of management experience.
• Preferred experience in operations, customer service, contact centers, or digital fields.

Responsibilities

• Lead execution of operational strategies and initiatives.
• Drive standardization and workflow optimization across teams.
• Identify and implement automation to boost efficiency.
• Monitor KPIs, service levels, and customer satisfaction targets.
• Collaborate with leaders to translate strategy into action.

Skills

Leadership

Operations management

Process optimization

Automation opportunities

Cross-functional collaboration

Education

Bachelor's degree

Master's degree

Tools

Excel

CRM software

Job description

One Call seeks a Senior Director of Operations Support to lead scalable operational processes and infrastructure, enabling consistent service delivery.

You will drive standardization, workflow optimization, and automation, partnering with cross-functional leaders to meet KPIs and cost targets while supporting a transformed contact center model. This remote-first role reports to the VP of Operations and governs process improvements across key operations.