Remote Operations Leader — Customer Care & Impact

One Call; Salem (OR); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

401(k) matching

Life insurance

Disability coverage

Colleague Assistance Program

Job summary

One Call, a remote-first company, seeks a Director of Operations to oversee multiple teams and drive service excellence across the center. The role focuses on optimizing performance, escalation handling, and coordinating with internal functions to ensure high customer satisfaction.

The position requires strong leadership, strategic thinking, and the ability to work effectively in a nationwide remote environment.

Qualifications

• Strong customer service skills and ability to deliver high-quality support.
• Excellent verbal and written communication skills.
• Ability to lead and manage large teams.
• Experience with workflow and scheduling tools is a plus.
• Demonstrated problem-solving and data-driven decision making.

Responsibilities

• Oversees one or more teams of Associates who handle inquiries via phone/email.
• Monitors operations to ensure service levels and policies are followed.
• Manages scheduling and coverage decisions for teams.
• Acts as escalation point for complex issues and coaching feedback.
• Works with clients and internal departments to ensure service quality and satisfaction.
• Conducts performance appraisals, hiring and salary decisions as needed.
• Supports process improvements and tracks center metrics.

Skills

Customer service

Communication

Leadership

Problem solving

Root cause analysis

Education

High school diploma / GED

Associate or Bachelor's degree preferable

Tools

MS Office

Scheduling software

Job description

One Call, a remote-first company, seeks a Director of Operations to oversee multiple teams and drive service excellence across the center. The role focuses on optimizing performance, escalation handling, and coordinating with internal functions to ensure high customer satisfaction.

The position requires strong leadership, strategic thinking, and the ability to work effectively in a nationwide remote environment.