Head of Customer Support Operations & Excellence

Bob's Discount Furniture; Boston (MA); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Competitive pay

401(k) Profit Sharing

Tuition reimbursement

Job summary

Bob’s Discount Furniture seeks a Director of Customer Support Operations to lead both in‑house and third‑party contact centers, delivering exceptional service and aligning with corporate objectives. The role oversees performance, vendor management, technology, and process optimization while fostering a high‑performing culture.

The successful candidate will use data-driven insights to improve KPIs, drive agent engagement, and implement strategic initiatives across the customer support

Qualifications

• 8+ years of experience in Customer Support or Contact Center Operations.
• Experience leading in-house and third‑party contact center teams.
• Experience managing third‑party contact centre vendors and performance expectations.
• Bachelor’s degree in business management, technology, marketing, or a related field.

Responsibilities

• Oversee daily operations for in‑house and third‑party contact centres and ensure SLAs and KPIs.
• Manage vendor relationships and conduct performance reviews with corrective actions as needed.
• Analyze performance data and translate findings into actionable insights for senior leadership.
• Lead strategic process improvements to strengthen customer experience and operational results.

Skills

Leadership

Data analysis

People management

Strategic thinking

Education

Bachelor’s degree in business/tech/marketing

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob’s Discount Furniture seeks a Director of Customer Support Operations to lead both in‑house and third‑party contact centers, delivering exceptional service and aligning with corporate objectives. The role oversees performance, vendor management, technology, and process optimization while fostering a high‑performing culture.

The successful candidate will use data-driven insights to improve KPIs, drive agent engagement, and implement strategic initiatives across the customer support