Remote Senior Director of Operations & Process Excellence

One Call; Harrisburg (Dauphin County); A distancia; USD 120.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Generous time off

Comprehensive benefits

401(k) matching

Life and disability insurance

Descripción de la vacante

One Call is seeking a Senior Director of Operations Support to lead scalable processes and technology across our contact center operations. You will standardize workflows, implement automation, and partner with cross-functional leaders to deliver improved efficiency and customer outcomes.

The role emphasizes metrics-driven improvement, cross-team collaboration, and a focus on maximizing operational effectiveness in a remote-first environment.

Formación

• A bachelor's or master's degree in business or accounting from an accredited college or university is required.
• At least eight years of management experience with proven growth in responsibility.
• Preferred background in operations, customer service or contact centers.

Responsabilidades

• Lead the execution and implementation of operational strategies and initiatives.
• Drive standardization and workflow optimization across teams.
• Oversee tools and platforms to support performance and service delivery.
• Identify automation opportunities to boost efficiency and reduce costs.
• Monitor KPIs, service levels, and customer satisfaction targets.
• Develop and maintain workflow rules and procedures for consistency.

Conocimientos

Operations management

Customer service transformation

Process improvement

Data analytics

Team leadership

Strategic planning

Communication

Educación

BA/MA in business

Descripción del empleo

One Call is seeking a Senior Director of Operations Support to lead scalable processes and technology across our contact center operations. You will standardize workflows, implement automation, and partner with cross-functional leaders to deliver improved efficiency and customer outcomes.

The role emphasizes metrics-driven improvement, cross-team collaboration, and a focus on maximizing operational effectiveness in a remote-first environment.