Remote Operations Lead: Scale Teams & Customer Excellence

One Call; Richmond (VA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

Employee assistance

Job summary

One Call is seeking a Director of Operations in a remote-first setup to lead one or more operations teams and drive high-quality customer service. You will plan, direct, and evaluate performance, and mentor supervisors to improve processes and outcomes.

Responsible for staffing decisions, scheduling, and escalation handling, while aligning with company values and goals. This role emphasizes leadership, collaboration, and continuous improvement in a fast-paced environment.

Qualifications

• Leadership experience managing multiple teams.
• Strong customer service orientation and problem-solving skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Oversee one or more teams of Associates delivering service via phone/email.
• Ensure adherence to service levels and policies.
• Lead performance reviews, hiring, and salary changes.

Skills

Team leadership

Customer service leadership

Strategic planning

Communication skills

Workforce management

Education

Bachelor's degree in related field

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

One Call is seeking a Director of Operations in a remote-first setup to lead one or more operations teams and drive high-quality customer service. You will plan, direct, and evaluate performance, and mentor supervisors to improve processes and outcomes.

Responsible for staffing decisions, scheduling, and escalation handling, while aligning with company values and goals. This role emphasizes leadership, collaboration, and continuous improvement in a fast-paced environment.