Remote Operations Director — Lead Teams & Impact

One Call; Lincoln (NE); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work (home-based)

Generous time off

Comprehensive benefits

Colleague assistance program

Job summary

One Call in Lincoln, NE is seeking a Director of Operations to lead multiple customer service teams from a home-based role. You will set strategic direction, ensure service levels are met, and drive continuous improvement across operations.

Role requires extensive leadership experience, strong communication skills, and the ability to coach teams while managing scheduling and workloads in a remote-first environment.

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Strong leadership and people-management experience.
• Proven ability to manage multiple teams and achieve service targets.
• Excellent verbal and written communication skills; detail oriented.

Responsibilities

• Oversees one or more teams of Associates handling inquiries via phone and email.
• Monitors operations to meet service levels and policies.
• Ensures adequate phone coverage and scheduling decisions.
• Acts as escalation point for difficult customer issues and coaching.
• Evaluates call quality and provides feedback for improvement.
• Leads performance appraisals, hiring, promotions and salary decisions.

Skills

Leadership

Operations management

Communication

People coaching

Data analysis

Scheduling

Quality monitoring

MS Office

Education

High School Diploma/GED

Associate or Bachelor's degree preferred

Tools

MS Office

Scheduling software

Quality monitoring software

Job description

One Call in Lincoln, NE is seeking a Director of Operations to lead multiple customer service teams from a home-based role. You will set strategic direction, ensure service levels are met, and drive continuous improvement across operations.

Role requires extensive leadership experience, strong communication skills, and the ability to coach teams while managing scheduling and workloads in a remote-first environment.