Remote Director, Enterprise Call Center Operations

Driven Brands, Inc.; North Carolina; À distance; USD 112 000 - 199 000; Plein temps

Avantages offerts par ce poste

Health benefits

Paid time off

Bonus incentives

Résumé du poste

Driven Brands is hiring a Director, Call Center Operations to lead enterprise customer care across its portfolio. Remote - United States. You will own the operating model, performance framework, and transformation roadmap to improve customer experience, service quality, and cost-to-serve.

You will lead a high-performing team, manage in-house and outsourced partners, and drive modernization with automation, analytics, and AI-enabled capabilities across CCaaS, CRM, and workforce management.

Qualifications

• Bachelor's degree in business, operations, or a related field.
• 10+ years of leadership in customer care, contact center operations, or related shared services.
• Experience managing BPO partners and large-scale outsourced operations.

Responsabilités

• Develop and execute the enterprise customer care strategy and operating model across the Driven Brands portfolio.
• Lead workforce planning, performance analytics, and KPI alignment for multiple brands.
• Drive modernization through process improvement, tech, automation, and AI-enabled delivery.

Connaissances

Leadership

Customer care

Operational excellence

BPO management

Formation

Bachelor's degree

Outils

CCaaS

CRM

Workforce management

AI-enabled CX

Description du poste

Driven Brands is hiring a Director, Call Center Operations to lead enterprise customer care across its portfolio. Remote - United States. You will own the operating model, performance framework, and transformation roadmap to improve customer experience, service quality, and cost-to-serve.

You will lead a high-performing team, manage in-house and outsourced partners, and drive modernization with automation, analytics, and AI-enabled capabilities across CCaaS, CRM, and workforce management.