Senior Director of Operations & Process Excellence (Remote)

One Call

Providence (RI)

Remote

USD 120,000 - 180,000

Full time

10 days ago

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Remote work

Generous time off

Benefits package

401(k) matching

Life insurance

Disability coverage

Colleague Assistance Program

One Call Foundation support

Job summary

One Call seeks a Senior Director of Operations Support to scale processes and infrastructure for efficient service delivery. You will standardize workflows, implement tools, and drive automation across the contact center transformation.

Reporting to the Vice President of Operations, you will collaborate with cross-functional leaders to translate strategy into actionable plans, monitor KPIs, and lead initiatives that deliver value and cost discipline.

Qualifications

Bachelor's or master's degree in business or accounting is required or equivalent experience.
At least eight years of management experience with increased responsibilities.
Preferred experience in operations, contact centers, or digital field with team leadership.

Responsibilities

Lead the execution of operational strategies and initiatives to support service delivery.
Drive process standardization and workflow optimization across teams.
Oversee tools, systems, and platforms to support operational performance.
Identify automation opportunities to enhance efficiency and reduce costs.
Monitor KPIs and support teams in achieving targets and high customer satisfaction.