Senior Director, Customer Support & Center Operations

Bob's Discount Furniture; Massachusetts; On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Competitive Medical, Dental, andVision

Generous paid time off, including

401(k) Profit Sharing Plan with a</p>

Pet Insurance and employer-paid Life

Professional Development: Tuition

Employee Discount starting on Day 1,

And so much more!

Job summary

Bob’s Discount Furniture is seeking a Director, Customer Support Operations to lead in-house and third-party contact centers, delivering exceptional service while aligning with company goals. You’ll oversee performance, vendor management, technology, and process improvements to elevate customer experience.

You’ll drive data-informed decisions, build a high-performing culture, and partner with senior leadership to optimize KPIs, agent engagement, and operational efficiency across channels.

Qualifications

• 8+ years in customer support or contact center operations.
• Experience leading contact center operations and management teams.
• Experience managing third‑party vendors and performance expectations.
• Strong ability to use data to identify trends, improve performance, and communicate insights to leadership.
• Bachelor’s degree in business management, technology, marketing, or a related field.

Responsibilities

• Oversee daily operations for in‑house and third‑party contact centres.
• Ensure adherence to SLAs, KPIs, and quality standards across customer support operations.
• Implement and manage tools, technologies, and processes that optimise customer service delivery.
• Manage third‑party contact centre vendors and ensure alignment with organisational standards and performance expectations.
• Conduct regular vendor and operational performance reviews and implement corrective actions when needed.
• Analyze performance data, identify trends and improvement opportunities, and provide actionable insights to senior leadership.
• Lead strategic process‑improvement initiatives that strengthen customer experience and operational results.
• Lead, coach, and develop the contact centre management team and ensure senior leaders execute responsibilities across internal and third‑party teams.

Skills

Customer Support

Contact Center Operations

Data analysis

Leadership

Education

Bachelor’s degree in business management, technology, marketing, or a related field

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob’s Discount Furniture is seeking a Director, Customer Support Operations to lead in-house and third-party contact centers, delivering exceptional service while aligning with company goals. You’ll oversee performance, vendor management, technology, and process improvements to elevate customer experience.

You’ll drive data-informed decisions, build a high-performing culture, and partner with senior leadership to optimize KPIs, agent engagement, and operational efficiency across channels.