Senior Director, Operations Excellence — Remote

One Call; Olympia (WA); Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Remote work

PTO 18 days

Benefits package

Colleague Assistance Program

Life insurance & disability

Job summary

One Call is seeking a Senior Director of Operations Support to lead the design and scaling of operational processes, systems, and infrastructure that enable efficient service delivery. You will standardize workflows, implement scalable tools, and partner with leaders to drive strategic initiatives.

The role reports to the VP of Operations and focuses on optimizing contact center performance. This remote-first position emphasizes automation, data analytics, and continuous improvement to reduce

Qualifications

• Bachelor's or Master's degree in business or accounting required or equivalent experience.
• Minimum eight years of management experience with increasing responsibilities.
• Preferred focus on operations, customer service, contact centers, or digital field; five years leading teams.

Responsibilities

• Lead execution of operational strategies to support service delivery and objectives.
• Drive standardization and workflow optimization across teams for efficiency and scalability.
• Oversee tools and platforms to ensure alignment with business needs and KPIs.
• Identify automation opportunities and improve routing, intake, and processes.

Skills

Operations management

Customer service transformation

Workforce management

Education

Bachelor's or Master's in business or accounting

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

One Call is seeking a Senior Director of Operations Support to lead the design and scaling of operational processes, systems, and infrastructure that enable efficient service delivery. You will standardize workflows, implement scalable tools, and partner with leaders to drive strategic initiatives.

The role reports to the VP of Operations and focuses on optimizing contact center performance. This remote-first position emphasizes automation, data analytics, and continuous improvement to reduce