Senior Director, Contact Center Strategy & Operations

LHH US; Virginia; Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Sign-on bonus

Hybrid work arrangement

Job summary

LHH Recruitment Solutions is seeking a newly created hybrid Senior Director, Contact Center Strategy & Operations in Chesapeake, VA. This role provides end-to-end accountability for operational excellence, people leadership, and the integration of current and future contact center capabilities to deliver customer-centric service.

The position requires 15+ years in contact center operations, leadership of leaders, and a strong track record of multi-site management.

Qualifications

• Bachelor's degree in Business, Operations, or related field required; Master's preferred.
• 15+ years of progressive experience in contact center operations, including leadership of leaders.
• Demonstrated experience managing multi-site or complex operational environments.

Responsibilities

• Lead and develop a multi-level leadership structure across multiple contact center locations.
• Establish and execute a comprehensive contact center strategy aligned with organizational goals and customer experience objectives.
• Drive consistent performance across sites by standardizing processes and reinforcing accountability.
• Partner with cross-functional leaders to support integration, expansion, and evolution of contact center operations.
• Champion a high-performance culture focused on accountability, engagement, and continuous improvement.
• Align performance metrics, customer experience standards, and business outcomes.
• Identify opportunities for operational transformation, efficiency gains, and service enhancements.
• Provide executive-level insights and recommendations based on performance and trends.
• Collaborate with the Fellow, Contact Center Performance to align strategy and execution.
• Lead change management efforts for new processes, structures, or technologies.

Skills

Leadership

Executive presence

Communication

Strategic thinking

Change management

Influencing

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's degree in Business/Operations

Master's degree preferred

Tools

ACD

WFM

QA

CRM

Job description

Job Description

Senior Director, Contact Center Strategy & Operations

LHH Recruitment Solutions is seeking a newly created hybrid Senior Director, Contact Center Strategy & Operations candidate in Chesapeake, VA.

The Director, Contact Center Strategy & Operations is responsible for the overall leadership, performance, and strategic direction of multi-site contact center operations. This role provides end-to-end accountability for operational excellence, people leadership, and the integration of current and future contact center capabilities. The Director drives alignment between business strategy and operational execution, ensuring scalable, efficient, and customer-centric service delivery.

Responsibilities

• Lead and develop a multi-level leadership structure, including senior managers, managers, and supervisors across multiple contact center locations
• Establish and execute a comprehensive contact center strategy aligned with organizational goals and customer experience objectives
• Drive consistent performance across sites by setting clear expectations, standardizing processes, and reinforcing accountability
• Partner with cross-functional leaders to support the integration, expansion, and evolution of contact center operations
• Champion a high-performance culture focused on accountability, engagement, and continuous improvement
• Ensure alignment between performance metrics, customer experience standards, and business outcomes
• Identify and implement opportunities for operational transformation, efficiency gains, and service enhancements
• Provide executive-level insights and recommendations based on operational performance and emerging trends
• Collaborate closely with the Fellow, Contact Center Performance to ensure alignment between strategy and execution
• Lead change management efforts associated with new processes, structures, or technologies

Certifications and Licenses

• Leadership or operations certifications (e.g., COPC, Six Sigma, Lean) preferred
• Advanced leadership development or executive training programs a plus

Education & Experience

• Bachelor's degree in Business, Operations, or a related field required; Master's degree preferred
• 15+ years of progressive experience in contact center operations, including leadership of leaders
• Demonstrated experience managing multi-site or complex operational environments

Technical & Functional Skills

• Strong business acumen with the ability to connect operational performance to financial and customer outcomes
• Proficiency in interpreting and leveraging performance data to drive strategic decisions
• Familiarity with common contact center technologies (ACD, WFM, QA, CRM)
• Experience leading large-scale operational initiatives or transformations

Leadership & Work Style

• Proven ability to lead through others and build high-performing leadership teams
• Strong executive presence and communication skills
• Strategic thinker with the ability to translate vision into actionable plans
• Ability to operate in a dynamic, evolving environment with competing priorities
• Skilled in influencing cross-functional stakeholders and driving alignment

$150K-180K + sign on bonus

$150,000.00 to $180,000.00 per year

Pay Details: $150,000.00 to $180,000.00 per year

Search managed by: Laura Sighinolfi

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Military connected talent encouraged to apply

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