Remote Senior Director, Service Strategy & Shared Services

One Call; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Remote work policy

Generous time off

Comprehensive benefits package

Colleague assistance program

Job summary

One Call is seeking a Senior Director of Service Strategy to define and guide the company’s service delivery vision. You will align business goals with customer experience design and develop roadmaps to optimize outcomes.

You will influence cross-functional teams, drive operational change in the contact center, and partner with executives to shape long-term scalability and performance for a remote-first workforce.

Qualifications

• Bachelor’s or Master’s in business or accounting is required or equivalent experience.
• 7+ years of management experience with growth in responsibilities.
• Preferred background in operations, customer service, contact centers, or digital fields.

Responsibilities

• Develop and lead service strategy roadmap aligned with organizational goals.
• Define KPI frameworks and monitor performance for continuous improvement.
• Translate customer needs into scalable service models and initiatives.
• Lead cross-functional collaboration to implement strategic initiatives.
• Oversee key client relationships and ensure SLA alignment.
• Provide strategic guidance to senior leadership on service design and experience.

Skills

Leadership

Strategy development

Data analysis

Cross-functional collaboration

Communication skills

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 Service Strategy to define and guide the company’s service delivery vision. You will align business goals with customer experience design and develop roadmaps to optimize outcomes.

You will influence cross-functional teams, drive operational change in the contact center, and partner with executives to shape long-term scalability and performance for a remote-first workforce.