Director, Ops Support (Quality and Customer Care)

Ladders; United States; Remote; USD 140,000 - 150,000; Full time

Benefits offered by this job

Competitive pay

Paid time off holidays and family time

401(k) plan with company match

Comprehensive health insurance options

Employee Assistance Program (EAP)

Tuition reimbursement and adoption aid

Tax-advantaged accounts for healthcare

Job summary

Ladders, a leader in the transportation space, is seeking a Director, Ops Support (Quality and Customer Care) to join its team remotely. This role shapes operational support and customer care across a multi-location environment, focusing on consistency, quality, and responsive issue resolution.

You will partner with field and functional leaders to standardize practices, address performance gaps, and drive data-driven initiatives to improve effectiveness and align teams with clear expectations

Qualifications

• 7+ years of experience in operations, logistics, or customer experience.
• 3+ years of leadership experience managing teams or cross-functional initiatives.
• Proven track record of improving operational performance across multiple locations.
• Strong understanding of operational KPIs and customer service metrics.

Responsibilities

• Partner with cross-functional teams to standardize operating practices and improve service execution
• Lead governance for operations support and customer care operations to ensure timely resolution of customer issues
• Provide direct leadership to Senior Managers and Operations Support Managers
• Establish clear goals and performance expectations for the team
• Drive standardized processes across warehouse operations and staffing
• Collaborate with field leadership to address operational gaps and support performance challenges
• Use data analytics to identify trends and measure the effectiveness of corrective actions

Skills

Operations leadership

Logistics

Customer experience

Data analytics

Job description

For our client, we are seeking a Director, Ops Support (Quality and Customer Care) to join the team of a leader in the Transportation space.

This role will shape operational support and customer care execution across a multi-location environment, with a focus on consistency, quality, and responsive issue resolution. You will partner closely with field and functional leaders to standardize practices, address performance gaps, and strengthen service delivery. The position also calls for data-driven leadership to improve operational effectiveness and ensure teams are aligned to clear expectations and measurable outcomes.

Location: Remote

Compensation: $140,000 – $150,000 annually

Responsibilities

• Partner with cross-functional teams to standardize operating practices and improve service execution


• Lead governance for operations support and customer care operations to ensure timely resolution of customer issues


• Provide direct leadership to Senior Managers and Operations Support Managers


• Establish clear goals and performance expectations for the team


• Drive standardized processes across warehouse operations and staffing


• Collaborate with field leadership to address operational gaps and support performance challenges


• Use data analytics to identify trends and measure the effectiveness of corrective actions

Qualifications

• 7+ years of experience in operations, logistics, or customer experience


• 3+ years of leadership experience managing teams or cross-functional initiatives


• Proven track record of improving operational performance across multiple locations


• Strong understanding of operational KPIs and customer service metrics

Benefits

• Competitive pay


• Generous paid time off including holidays and family bonding leave


• 401(k) plan with up to 5% company match


• Comprehensive health insurance options


• Employee Assistance Program (EAP)


• Tuition reimbursement and adoption assistance


• Tax-advantaged accounts for healthcare and commuting expenses

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.