Remote Operations Leader: Elevate Customer Care

One Call; Pierre (SD); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Remote work

Paid time off: 18 days

Medical, dental, vision insurance

401(k) matching

Life insurance

Disability coverage

Colleague Assistance Program

One Call Foundation support

Job summary

One Call is seeking a Director of Operations to oversee multiple teams within our remote-first environment. You will set strategic direction, coach senior managers, and ensure service excellence across the operations center.

Responsibilities include performance management, scheduling, process improvements, and collaboration with clients and departments to deliver consistent, high-quality support. A track record of leading large teams and delivering results is essential.

Qualifications

• Bachelor's degree preferred or equivalent combination of education and experience.
• Proven leadership of large teams.
• Strong communication and problem-solving skills.
• Ability to work independently and in a remote team.

Responsibilities

• Oversees one or more teams handling inquiries via phone and email.
• Monitors performance against SLA and company policies.
• Sets schedules and ensures adequate coverage.
• Provides coaching and performance feedback.
• Leads hiring, promotions, and salary actions.
• Drives process improvements and reports on performance metrics.

Skills

Leadership

Strategic planning

Team management

Customer service

Verbal & written communication

MS Office

Education

Bachelor's degree

High School Diploma or GED

Tools

MS Office

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to oversee multiple teams within our remote-first environment. You will set strategic direction, coach senior managers, and ensure service excellence across the operations center.

Responsibilities include performance management, scheduling, process improvements, and collaboration with clients and departments to deliver consistent, high-quality support. A track record of leading large teams and delivering results is essential.