Remote Strategic Operations Leader — Customer Care

One Call; Olympia (WA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first

Generous PTO

Benefits package

Life insurance & disability

Job summary

One Call, a remote-first employer, seeks an experienced Director of Operations to lead multiple teams and drive service quality for client programs. You will set priorities, coach supervisors, and align processes with company goals.

The role emphasizes people leadership, workforce planning, scheduling, performance reviews, and collaboration with internal partners. A strategic thinker with strong communication and problem-solving skills will thrive in this fast-paced environment.

Qualifications

• Extensive leadership experience in operations management and team supervision.
• Strong customer service orientation and ability to drive process improvements.
• Excellent written and verbal communication, and problem-solving skills.

Responsibilities

• Oversees one or more teams of associates handling inquiries and problems.
• Manages scheduling, performance appraisals, and staff development.
• Coaches supervisors and leads to improve quality and efficiency.
• Partners with other departments to ensure service delivery meets SLAs.
• Drives process improvements and tracks performance against goals.

Skills

Leadership

Team management

Communication

Problem-solving

MS Office

Process improvement

Analytical skills

Education

Bachelor's degree (preferred)

High School Diploma/GED

Tools

Scheduling software

Quality monitoring software

MS Office Suite

Job description

One Call, a remote-first employer, seeks an experienced Director of Operations to lead multiple teams and drive service quality for client programs. You will set priorities, coach supervisors, and align processes with company goals.

The role emphasizes people leadership, workforce planning, scheduling, performance reviews, and collaboration with internal partners. A strategic thinker with strong communication and problem-solving skills will thrive in this fast-paced environment.