Remote Operations Leader: Drive Service Excellence

One Call; Montpelier (VT); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

Life insurance & disability

Job summary

One Call is seeking a Director of Operations to oversee day-to-day processes across multiple operations teams. You will direct performance, ensure high-quality customer service, and coordinate with internal functions to support patient care delivery.

The role emphasizes leadership, strategic oversight, and the ability to optimize workflows in a remote-first environment, with responsibilities spanning staffing, coaching, and performance management.

Qualifications

• High school diploma/GED; Associate or Bachelor's degree preferable or equivalent experience.

Responsibilities

• Oversees one or more teams of Associates handling inquiries via phone/email.
• Monitors operations to ensure SLA and policy adherence.
• Manages scheduling and phone coverage decisions as needed.
• Acts as escalation point for difficult customer issues.
• Evaluates Call quality and provides coaching to reps.

Skills

Team leadership

Customer service

Communication

Problem solving

MS Office

Education

Bachelor's degree preferred

Tools

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to oversee day-to-day processes across multiple operations teams. You will direct performance, ensure high-quality customer service, and coordinate with internal functions to support patient care delivery.

The role emphasizes leadership, strategic oversight, and the ability to optimize workflows in a remote-first environment, with responsibilities spanning staffing, coaching, and performance management.