Head of AI-Driven Multi-Brand National Contact Center Ops

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

Benefits offered by this job

401K Retirement Plan

Paid Vacation Time

Paid Holidays

Job summary

Brio Water Technology, a Home Organizers, Inc. company, seeks a Director of Contact Center Operations to transform inbound interest into booked in-home consultations across our brands.

Own the path from first contact to a confirmed appointment and drive a 98%+ booking rate with excellent customer experience. This hybrid role based in Glendale, CA, collaborates with Sales, Marketing, Operations and Technology; national travel as needed.

Qualifications

• 8+ years in contact center or inside sales operations, incl. 4+ years leading teams.
• Proven record of gains in booking/conversion rate, speed to answer, and CSAT.
• Experience building contact center processes and call flows from scratch.
• Hands-on deploying AI agents or automation; no-code/low-code or coding.
• Hands-on with contact center platforms, CRMs, WFM, and conversation intelligence.
• Experience leading multi-brand, multi-site, or remote teams.
• Bilingual English/Spanish a plus.
• Experience in home services or in-home appointment setting preferred.

Responsibilities

• Own booking performance across brands to achieve 98%+ booking rate.
• Manage speed to answer and lead on every channel; confirm and sit rates.
• Design call flows, scripts, callbacks, voicemail handling, follow-ups.
• Build objection-handling playbooks and train reps to yes.
• Run an accountable operation with scorecards and regular cadence.
• Develop call center leadership bench and recruit talent.
• Lead AI transformation, rollout and adoption.
• Deploy AI voice/chat, routing, dashboards and integrations.
• Modernize omnichannel operations and training.
• Ensure brand representation on calls/messages.
• Design path to nationwide contact center scaling.
• Collaborate with Sales/Marketing/Operations to convert leads to appointments.

Skills

Contact center operations

Leadership of managers

High accountability

Data-driven metrics

AI/Automation in contact center

Cross-functional collaboration

Bilingual English/Spanish

Tools

CRMs

Workforce management

Conversation intelligence

AI automation tools

Job description

Brio Water Technology, a Home Organizers, Inc. company, seeks a Director of Contact Center Operations to transform inbound interest into booked in-home consultations across our brands.

Own the path from first contact to a confirmed appointment and drive a 98%+ booking rate with excellent customer experience. This hybrid role based in Glendale, CA, collaborates with Sales, Marketing, Operations and Technology; national travel as needed.