Remote Senior Director, Operations & Transformation

One Call; Cheyenne (WY); Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

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. You will standardize workflows, optimize processes, and implement tools to support a transformed Contact Center model, reporting to the VP of Operations.

Responsibilities include driving automation, managing performance, and partnering with cross-functional leaders to deliver business value while maintaining alignment with strategy.

Qualifications

• Bachelor's or master's degree in business or accounting; equivalent experience considered.
• At least eight years of management experience with increased responsibilities.
• Experience in operations, customer service, contact centers, or digital fields preferred.

Responsibilities

• Lead the execution of operational strategies and initiatives
• Drive process standardization and workflow optimization
• Oversee tools, systems, and platforms for operational performance
• Identify automation opportunities to enhance efficiency
• Monitor KPIs, service levels, and customer satisfaction targets
• Develop workflow rules and operational procedures for consistency

Skills

Operations management

Customer service transformation

Team leadership

Analytical skills

Microsoft Office

Education

Bachelor's or Master's in business or accounting

Tools

Microsoft Excel

CRM systems

Job description

One Call is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure for efficient service delivery. You will standardize workflows, optimize processes, and implement tools to support a transformed Contact Center model, reporting to the VP of Operations.

Responsibilities include driving automation, managing performance, and partnering with cross-functional leaders to deliver business value while maintaining alignment with strategy.