Remote Senior Director, Operations Transformation

One Call; Springfield (IL); Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Remote Work

Generous Time Off

Comprehensive Benefits Package

Colleague Support Programs

Job summary

One Call seeks a Senior Director of Operations Support to drive scalable operational processes, tools, and analytics across the organization. You will lead cross-functional teams, optimize workflows, and implement automation to improve efficiency and customer outcomes.

The role oversees transformation of the Contact Center service delivery model, reporting to the VP of Operations, and requires strong leadership, strategic thinking, and collaboration with vendors and partners.

Qualifications

• Bachelor's or master's degree in business or accounting required; equivalent experience considered.
• Eight+ years of management experience with increasing responsibilities.
• Experience in operations, customer service, contact centers, or digital field preferred.

Responsibilities

• Lead operational strategies and initiatives to support service delivery and goals.
• Drive process standardization and workflow optimization across teams.
• Oversee tools and platforms for operational performance and scalability.
• Identify automation opportunities to improve efficiency and reduce costs.
• Partner with cross-functional leaders to translate strategy into actionable plans.

Skills

Leadership

Communication

Problem Solving

Analytics

Education

Bachelor's or Master's in Business/Accounting

Tools

Microsoft Office

Job description

One Call seeks a Senior Director of Operations Support to drive scalable operational processes, tools, and analytics across the organization. You will lead cross-functional teams, optimize workflows, and implement automation to improve efficiency and customer outcomes.

The role oversees transformation of the Contact Center service delivery model, reporting to the VP of Operations, and requires strong leadership, strategic thinking, and collaboration with vendors and partners.