Remote Senior Director of Operations Transformation

One Call; Bismarck (ND); À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Remote work

Paid time off

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Life insurance

Disability coverage

Colleague Assistance Program

One Call Foundation support

Résumé du poste

One Call is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure for consistent service delivery. You will lead transformation of the Contact Center model, drive automation, and ensure alignment with strategic objectives.

The role reports to the Vice President of Operations; you will oversee performance, analytics, and cross-functional initiatives to improve efficiency and reduce costs while maintaining high customer outcomes.

Qualifications

• Bachelor's or Master's in business or accounting from an accredited college.
• At least eight years of management experience.
• Preferred experience includes operations, customer service, contact centers, or digital fields.

Responsabilités

• Lead execution of operational strategies and initiatives that support service delivery and organizational objectives.
• Drive process standardization and workflow optimization across teams to improve efficiency, consistency, and scalability.
• Oversee tools, systems, and platforms that support operational performance and service delivery goals.
• Identify automation opportunities, including workflow routing and process improvements to enhance efficiency.
• Monitor KPIs, service levels, and customer satisfaction targets; drive productivity improvements.
• Collaborate with leaders to translate strategy into actionable plans and deliver value.

Connaissances

Leadership

Strategic planning

Communication

Process optimization

Data analysis

Microsoft Excel

Formation

Bachelor's or Master's in Business or Accounting

Outils

Microsoft Excel

Description du poste

One Call is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure for consistent service delivery. You will lead transformation of the Contact Center model, drive automation, and ensure alignment with strategic objectives.

The role reports to the Vice President of Operations; you will oversee performance, analytics, and cross-functional initiatives to improve efficiency and reduce costs while maintaining high customer outcomes.