Remote Operations Leader — Drive Service Excellence

One Call; Helena (MT); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Remote Work

Generous Time Off

Comprehensive Benefits

Colleague Assistance Program

Job summary

One Call is seeking a Director of Operations to supervise multiple teams, coordinate customer service workflows, and drive performance improvements. The role emphasizes leadership, escalation management, and cross-functional collaboration to ensure high-quality service delivery.

The position supports a remote-first environment with opportunities to guide strategic initiatives and mentor a large team across the organization.

Qualifications

• High school diploma or GED; college degree preferred.
• Ability to lead large teams and provide coaching.
• Excellent customer service and communication skills.

Responsibilities

• Oversees one or more teams of Associates who handle inquiries via phone and/or email.
• Monitors operations to ensure service levels and policies are followed.
• Acts as escalation point for difficult customer issues and provides solutions.

Skills

Customer service leadership

Team management

Verbal and written communication

MS Office

Workforce management tools

Education

High school diploma/GED

College degree preferred

Tools

Scheduling Software

Quality Monitoring Software

CRM software

Job description

One Call is seeking a Director of Operations to supervise multiple teams, coordinate customer service workflows, and drive performance improvements. The role emphasizes leadership, escalation management, and cross-functional collaboration to ensure high-quality service delivery.

The position supports a remote-first environment with opportunities to guide strategic initiatives and mentor a large team across the organization.