Head of Customer Support Operations & Experience

Bob's Discount Furniture; Hartford (CT); Remote; USD 150,000 - 210,000; Full time

Job summary

Bob's Discount Furniture is seeking a Director, Customer Support Operations to lead both in-house and third-party contact centers, delivering exceptional service and achieving organizational goals. This role provides end-to-end operational oversight across performance, vendor management, technology and process optimization, and team leadership to build a high‑performing, engaged culture.

You will use data and customer insights to raise KPIs, improve NPS, and ensure a world-class customer

Qualifications

• Leads in-house and third-party contact centers to meet SLAs.
• Uses data to drive improvements in KPIs and customer outcomes.
• Drives process improvements to boost efficiency and FCR.
• Manages vendor relationships and performance.
• Implements and optimizes contact center tech and processes.
• Develops and coaches a high-performing, engaged team.

Responsibilities

• Oversee daily operations across in-house and third-party centers.
• Ensure SLA/KPI adherence and quality standards.
• Implement tools and processes to optimize service delivery.
• Manage third-party vendors and align with standards.
• Conduct vendor and operations reviews and take corrective actions.

Skills

Contact Center Operations

Performance Analytics

Process Improvement

Vendor Management

Technology & Tools

People Leadership

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob's Discount Furniture is seeking a Director, Customer Support Operations to lead both in-house and third-party contact centers, delivering exceptional service and achieving organizational goals. This role provides end-to-end operational oversight across performance, vendor management, technology and process optimization, and team leadership to build a high‑performing, engaged culture.

You will use data and customer insights to raise KPIs, improve NPS, and ensure a world-class customer