Director, Shared Services - Call Center Ops & AI

Remote; San Francisco (CA); À distance; USD 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

PTO, holiday pay and holiday of choice

401(k) match

Life insurance

Short-term disability

Health, dental and vision insurance

Maternity/paternity leave

Health savings account (HSA)

Flex spending accounts (FSA) – health,

dependent

Résumé du poste

Mom’s Meals is seeking a Director of Shared Services for Call Centers to lead centralized support across Customer Care and Intake. You will optimize QA, technology enablement, analytics, and deployment readiness while driving scalable processes and superior customer experience.

The role requires 10+ years in call center operations with 5+ years in senior leadership, and a track record of cross-functional leadership and process standardization. Remote-friendly with travel to HQ as needed.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• 10+ years’ experience in call center operations, with at least 5 years in a senior leadership role overseeing shared services.
• Proven track record of leading cross-functional teams and implementing centralized service models.
• Strong understanding of call center technologies, CRM/CTI platforms, analytics, automation, AI use cases, technology deployment practices, UAT, and quality management.
• Exceptional problem-solving and decision-making abilities.
• Demonstrated ability to translate operational pain points into technology, automation, AI, training, and quality improvement opportunities.

Responsabilités

• Develop and execute a shared services strategy aligned with business objectives.
• Identify and implement best practices to standardize processes across all call center teams.
• Lead change management initiatives for centralized service models and new technology capabilities.
• Oversee shared services functions: QA, technology enablement, analytics, automation, deployment readiness.
• Collaborate with product, IT, data & analytics, and training leaders to support shared objectives.
• Drive continuous improvement to enhance productivity, reduce friction, and improve customer satisfaction.
• Ensure compliance with regulations, policies, and SLAs.
• Build and mentor a high-performing shared services team.
• Foster collaboration and innovation across dispersed teams.
• Manage resource allocation and lead cross-functional initiatives.

Connaissances

Leadership

Change management

Budget management

Cross-functional collaboration

Communication

Quality improvement

Stakeholder management

Problem-solving

AI/Automation concepts

Formation

Bachelor’s degree in Business Administration/related field

Master’s degree (preferred)

Outils

CRM platforms

CTI systems

Analytics tools

Description du poste

Mom’s Meals is seeking a Director of Shared Services for Call Centers to lead centralized support across Customer Care and Intake. You will optimize QA, technology enablement, analytics, and deployment readiness while driving scalable processes and superior customer experience.

The role requires 10+ years in call center operations with 5+ years in senior leadership, and a track record of cross-functional leadership and process standardization. Remote-friendly with travel to HQ as needed.