Remote Operations Director: Lead Teams & Impact

One Call; Boston (MA); On-site; USD 90,000 - 140,000; Full time

Job summary

One Call, a remote-first company, seeks a Director of Operations to lead multiple operations teams and drive performance. You will coordinate customer service activities, ensure quality service, and manage escalations while aligning with company values and DEI standards.

The role requires senior-level operations experience, the ability to coach managers, and a focus on improving processes and metrics in a fast-paced environment.

Qualifications

• High school diploma or GED; an Associate or Bachelor's degree is preferable.
• Excellent verbal and written communication skills.
• Ability to lead and manage large teams effectively.

Responsibilities

• Oversees teams of Associates handling inquiries and problems via phone/email.
• Monitors operations to ensure SLA adherence and company policies.
• Manages scheduling changes and coverage; acts as escalation point for issues.
• Provides coaching and mentoring to supervisors and team leads.

Skills

Excellent customer service skills

Excellent verbal and written comms

Team leadership

MS Office proficiency

Education

High school diploma/GED

Associate or Bachelor's degree preferable

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

One Call, a remote-first company, seeks a Director of Operations to lead multiple operations teams and drive performance. You will coordinate customer service activities, ensure quality service, and manage escalations while aligning with company values and DEI standards.

The role requires senior-level operations experience, the ability to coach managers, and a focus on improving processes and metrics in a fast-paced environment.