Head of Enterprise Call Center & CX Transformation

Driven Brands Inc.; North Carolina; On-site; USD 112,000 - 199,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Holiday pay

myFlexPay

Job summary

Driven Brands is seeking an enterprise-minded Director of Call Center Operations to lead the customer care transformation across its portfolio. The role drives operating models, performance frameworks, workforce strategy, vendor governance, and a modernization roadmap with AI-enabled delivery.

You will own KPIs, cost-to-serve, and service levels while aligning brand needs with enterprise standards. This senior leader role requires strategic influence and cross-functional collaboration in a large

Qualifications

• 10+ years of progressive leadership experience in customer care, contact center operations, customer experience, or shared services.
• Proven experience leading complex, multi-site, multi-brand, or enterprise service operations.
• Strong knowledge of workforce management, forecasting, quality management, performance analytics, and contact center economics.
• Experience with CCaaS, CRM, and AI-enabled customer service capabilities.

Responsibilities

• Define the enterprise customer care strategy and operating model across the Driven Brands portfolio.
• Establish accountability for customer experience, service quality, and financial outcomes.
• Lead a high-performing customer care organization with a culture of ownership and continuous improvement.
• Own end-to-end performance across internal teams, outsourced partners, and digital channels.
• Translate data into actionable insights for senior leadership.

Skills

Leadership experience

Customer care

Forecasting

Cost-to-serve

Education

Bachelor's degree

Tools

CCaaS

CRM

WFM

Quality Mgmt

AI Service

Job description

Driven Brands is seeking an enterprise-minded Director of Call Center Operations to lead the customer care transformation across its portfolio. The role drives operating models, performance frameworks, workforce strategy, vendor governance, and a modernization roadmap with AI-enabled delivery.

You will own KPIs, cost-to-serve, and service levels while aligning brand needs with enterprise standards. This senior leader role requires strategic influence and cross-functional collaboration in a large