Remote Senior Director, Operations Transformation

One Call; Concord (NH); Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Remote work

Generous time off

Benefits package

Colleague assistance program

Job summary

One Call in the United States is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure that enable consistent, efficient service delivery across the contact center and related operations.

You will drive workflow standardization, implement automation opportunities, oversee tools and reporting, and collaborate with executives to translate strategic initiatives into actionable programs that improve performance, reduce costs, and support customer

Qualifications

• Bachelor's or master's degree in business or accounting from an accredited college or university.
• Eight years of management experience with a proven track record.
• Preferred experience in operations, customer service, contact centers, or digital field.

Responsibilities

• Lead the execution and implementation of operational strategies and initiatives to 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 align with business needs and service delivery goals.
• Identify and implement automation opportunities to enhance efficiency and reduce costs.
• Monitor operational performance and support teams in achieving KPIs and customer satisfaction targets.

Skills

Operations leadership

Customer service transformation

Team management

Workflow optimization

Data analysis

Education

Bachelor's or Master's in business or accounting

Tools

Microsoft Office

Excel

Word

Outlook

Job description

One Call in the United States is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure that enable consistent, efficient service delivery across the contact center and related operations.

You will drive workflow standardization, implement automation opportunities, oversee tools and reporting, and collaborate with executives to translate strategic initiatives into actionable programs that improve performance, reduce costs, and support customer