Senior Director, Operations & Center Transformation

One Call; Austin (TX); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

401(k) matching

Life insurance

Job summary

One Call seeks a Senior Director of Operations Support to scale operational processes, systems, and infrastructures for efficient service delivery. You will standardize workflows, implement automation, and align initiatives with strategic goals while reporting to the Vice President of Operations.

This role emphasizes performance metrics, cross-functional collaboration, and continuous improvement. Based in a remote-first environment, the position focuses on transforming the contact center

Qualifications

• A bachelor's or master's degree in business or accounting is required, or equivalent experience.
• At least eight years of management experience, with increasing responsibilities.
• Experience in operations, customer service transformation, or contact centers is preferred.

Responsibilities

• Lead and implement operational strategies to support service delivery and growth.
• Drive standardization of processes and workflow optimization across teams.
• Oversee tools and platforms supporting performance and scalability.
• Identify automation opportunities to improve efficiency and reduce costs.
• Build cross-functional partnerships to execute key programs and initiatives.

Skills

Operations

Leadership

Analytics

Customer service transformation

Forecasting and WFM

Communication

Problem solving

Cross-functional collaboration

Education

Bachelor's or Master's in business or accounting

Tools

Excel

Outlook

CRM systems

Job description

One Call seeks a Senior Director of Operations Support to scale operational processes, systems, and infrastructures for efficient service delivery. You will standardize workflows, implement automation, and align initiatives with strategic goals while reporting to the Vice President of Operations.

This role emphasizes performance metrics, cross-functional collaboration, and continuous improvement. Based in a remote-first environment, the position focuses on transforming the contact center