Senior Director, Operations & Process Transformation

One Call; Boston (MA); Remote; USD 140,000 - 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 lead the scaling of processes, systems, and infrastructure across our contact center and service delivery teams. You will drive standardization, automation opportunities, and KPI performance under the Vice President of Operations.

The role emphasizes cross-functional collaboration, process improvement, and cost reductions while maintaining high customer outcomes.

Qualifications

• Bachelor's or master's degree in business or accounting from an accredited college or university, or equivalent experience.
• At least eight years of management experience with increasing responsibilities.
• Preferred focus in operations, customer service, contact centers, or digital fields, with 5+ years leading teams.

Responsibilities

• Lead implementation of operational strategies and initiatives for service delivery and organizational objectives.
• Drive standardization and workflow optimization across teams for efficiency and scalability.
• Oversee tools and platforms supporting operational performance and alignment with business needs.

Skills

Operations

Customer service transformation

Process improvement

Workforce management

Quality management

Team leadership

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 scaling of processes, systems, and infrastructure across our contact center and service delivery teams. You will drive standardization, automation opportunities, and KPI performance under the Vice President of Operations.

The role emphasizes cross-functional collaboration, process improvement, and cost reductions while maintaining high customer outcomes.