Remote Senior Director, Operations & Process Excellence

One Call; Frankfort (KY); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Remote work from home

Generous paid time off

Medical, dental, vision insurance

401(k) matching

Life and disability insurance

Colleague Assistance Program

Job summary

One Call, a remote-first company, seeks a Senior Director of Operations Support to scale operational processes, workflows, and technology across our contact center transformation. You will lead cross-functional teams, optimize performance against KPIs, and drive cost efficiencies while delivering high-quality service.

Ideal candidates bring 8+ years of management experience in operations or customer service, with strong leadership, analytical skills, and a track record of implementing scalable

Qualifications

• Bachelor's or master's degree in business or accounting is required or equivalent experience.
• At least eight years of management experience with increasing responsibilities.
• Preferred background in operations, customer service, contact centers, or digital fields.
• Excellent communication, leadership and analytical abilities.
• Ability to lead cross-functional teams and manage vendors and stakeholders.

Responsibilities

• Lead and scale operational processes, systems, and infrastructure for efficient service delivery.
• Drive standardization of workflows and implement automation to improve productivity.
• Oversee tools and platforms to support performance, service levels and customer satisfaction.
• Collaborate with leaders to translate strategy into actionable operational plans.
• Develop and maintain procedures, workflow rules, and governance for consistent operations.

Skills

Leadership

Strategic thinking

Communication

Analytical skills

Team management

Education

Bachelor's or Master's in business or accounting

Tools

Microsoft Excel

CRM systems

Job description

One Call, a remote-first company, seeks a Senior Director of Operations Support to scale operational processes, workflows, and technology across our contact center transformation. You will lead cross-functional teams, optimize performance against KPIs, and drive cost efficiencies while delivering high-quality service.

Ideal candidates bring 8+ years of management experience in operations or customer service, with strong leadership, analytical skills, and a track record of implementing scalable