Remote Operations Director — Lead Teams & Service Excellence

One Call; Phoenix (AZ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

Colleague assistance program

Job summary

One Call is seeking an experienced Director of Operations to lead one or more operations teams in a remote-first environment. You will drive service excellence, manage scheduling, coach supervisors, and implement process improvements to deliver top-quality customer support.

The role requires strong leadership, deep knowledge of workforce management, and a proven ability to optimize performance across a large team while aligning with company values.

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Experience in managing teams and customer service operations.
• Strong communication and problem-solving abilities.

Responsibilities

• Oversees teams of associates handling inquiries via phone/email.
• Monitors adherence to service standards and policies.
• Manages scheduling and coverage; escalates complex issues.
• Provides coaching and performance feedback to staff.
• Drives process improvements and reports on operations metrics.

Skills

Customer service

Verbal communication

Team leadership

Workforce management

Problem solving

Root cause analysis

MS Office

Detail-oriented

Education

High school diploma/GED

Associate or Bachelor's degree preferred

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

One Call is seeking an experienced Director of Operations to lead one or more operations teams in a remote-first environment. You will drive service excellence, manage scheduling, coach supervisors, and implement process improvements to deliver top-quality customer support.

The role requires strong leadership, deep knowledge of workforce management, and a proven ability to optimize performance across a large team while aligning with company values.