Senior Director of Operations & Process Excellence

One Call; Phoenix (AZ); Remote; USD 120,000 - 190,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits package

Colleague Assistance Program

One Call Foundation support

Job summary

One Call is seeking a Senior Director of Operations Support to scale and standardize operational processes, systems, and infrastructure for consistent service delivery. Lead collaboration across departments to translate strategy into actionable plans and drive automation and efficiency in the contact center transformation.

You will report to the Vice President of Operations and partner with cross-functional leaders to deliver measurable improvements, improve customer outcomes, and reduce costs

Qualifications

• Bachelor's or master's degree in business or accounting or equivalent experience.
• Minimum eight years of management experience with increasing responsibilities.
• Experience in operations, customer service transformation, or contact centers preferred.
• Leadership of teams for at least five years preferred.

Responsibilities

• Lead execution of operational strategies and initiatives.
• Drive standardization and workflow optimization across teams.
• Oversee tools and platforms supporting performance and delivery.
• Identify automation opportunities to improve efficiency.
• Monitor KPIs and support attainment of service levels.
• Develop workflow rules and procedures for consistency.

Skills

Operations leadership

Process optimization

Data analytics

Cross-functional collaboration

Vendor management

Education

Bachelor's or Master's in Business or Accounting

Job description

One Call is seeking a Senior Director of Operations Support to scale and standardize operational processes, systems, and infrastructure for consistent service delivery. Lead collaboration across departments to translate strategy into actionable plans and drive automation and efficiency in the contact center transformation.

You will report to the Vice President of Operations and partner with cross-functional leaders to deliver measurable improvements, improve customer outcomes, and reduce costs