Remote Operations Leader: Scale Teams & Service Excellence

One Call; Augusta (ME); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Generous PTO

Comprehensive benefits

Colleague Assistance Program

One Call Foundation support

Job summary

One Call is seeking a Director of Operations to lead multiple teams, ensuring high-quality customer service and efficient operations. The role emphasizes performance management, scheduling oversight, and escalation handling in a remote-first environment.

You will mentor supervisors, drive process improvements, and align outcomes with company goals while navigating a fast-paced, flexible work model.

Qualifications

• High school diploma or GED required; Associate or Bachelor’s degree preferable.
• Strong customer-service focus with excellent communication skills.
• Ability to lead large teams and manage performance and schedules.

Responsibilities

• Oversee one or more teams of Associates handling inquiries via phone/email.
• Ensure service levels and policies are followed; manage scheduling changes as needed.
• Act as escalation point for difficult customer issues and provide coaching.

Skills

Leadership

People management

Customer service

Communication

MS Office

Analytical skills

Education

High school diploma/GED

Associate or Bachelor's degree preferable

Tools

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to lead multiple teams, ensuring high-quality customer service and efficient operations. The role emphasizes performance management, scheduling oversight, and escalation handling in a remote-first environment.

You will mentor supervisors, drive process improvements, and align outcomes with company goals while navigating a fast-paced, flexible work model.