Remote Senior Director, Operations Transformation

One Call; Madison (WI); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first culture

Generous time off

Comprehensive benefits package

401(k) matching

Life & disability insurance

Job summary

One Call is seeking a Senior Director of Operations Support to scale operational processes and technology across the contact center. The role focuses on standardization, workflow optimization, and implementing scalable solutions that improve efficiency and customer outcomes.

You will partner with cross-functional leaders to translate strategy into actionable plans, drive automation opportunities, and monitor KPIs to ensure service levels and satisfaction targets are met.

Qualifications

• Bachelor's or master's degree in business or accounting or equivalent experience.
• Eight+ years of management experience with a proven track record in operations or contact centers.
• Experience leading teams and driving process improvements in a fast-paced environment.

Responsibilities

• Lead and scale operational processes, systems, and infrastructure for service delivery.
• Drive standardization and workflow optimization across teams.
• Oversee tools and platforms to support performance and customer outcomes.
• Identify automation opportunities to improve efficiency and reduce manual work.
• Collaborate with cross-functional leaders to implement strategic initiatives.
• Develop workflow rules and procedures to ensure consistency and scalability.
• Maintain team performance through analytics and continuous improvement.

Skills

Leadership

Communication

Teamwork

Problem solving

Adaptability

Education

Bachelor's or Master's in business or accounting

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

One Call is seeking a Senior Director of Operations Support to scale operational processes and technology across the contact center. The role focuses on standardization, workflow optimization, and implementing scalable solutions that improve efficiency and customer outcomes.

You will partner with cross-functional leaders to translate strategy into actionable plans, drive automation opportunities, and monitor KPIs to ensure service levels and satisfaction targets are met.