Remote Senior Director of Operations & Process Excellence

One Call; Lansing (MI); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Remote Work

Generous Time Off

Comprehensive Benefits Package

Colleague Assistance Program

Job summary

One Call is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure for efficient service delivery. The role focuses on standardization, workflow optimization, and enabling a transformed contact center model through scalable tools and automation.

Reports to the VP of Operations. The ideal candidate will have a bachelor's or master's degree in business or accounting and at least eight years of management experience, with strong leadership and

Qualifications

• Bachelor's or Master's degree in business, accounting, or related field.
• Minimum of eight years of management experience, with increasing responsibilities.
• Experience in operations, customer service transformation, or contact centers is preferred.

Responsibilities

• Lead the execution of operational strategies to support service delivery and objectives.
• Drive process standardization and workflow optimization across teams.
• Oversee tools and platforms supporting performance, ensuring alignment with goals.
• Identify automation opportunities to enhance efficiency and reduce manual work.
• Monitor KPIs, service levels, and customer satisfaction targets.
• Collaborate with leaders to implement processes and drive business value.

Education

Bachelor's or Master's degree in business or accounting

Tools

Microsoft Office

Job description

One Call is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure for efficient service delivery. The role focuses on standardization, workflow optimization, and enabling a transformed contact center model through scalable tools and automation.

Reports to the VP of Operations. The ideal candidate will have a bachelor's or master's degree in business or accounting and at least eight years of management experience, with strong leadership and