Senior Director Operations & Process Transformation (Remote)
One Call
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Benefits offered by this job
Job summary
One Call is seeking a Senior Director of Operations Support to scale our operational processes, systems, and infrastructure for consistent service delivery. You will standardize workflows, optimize KPIs, and lead cross-functional teams to drive efficiency and cost savings.
Reporting to the VP of Operations, you will oversee tools and automation opportunities, partner with Strategy, and guide contact center transformation while maintaining a focus on customer outcomes and enterprise-wide
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, contact centers, or digital field preferred.
Responsibilities
- Lead execution of operational strategies and initiatives to support service delivery and goals.
- Drive standardization of processes and workflow optimization across teams.
- Oversee tools and platforms for operational performance and alignment with needs.
- Identify and implement automation opportunities to improve efficiency.
- Monitor KPIs, service levels, and customer satisfaction targets.
- Develop and maintain workflow rules and procedures for consistency and scalability.
Skills
Education
Tools
Job description
One Call is seeking a Senior Director of Operations Support to scale our operational processes, systems, and infrastructure for consistent service delivery. You will standardize workflows, optimize KPIs, and lead cross-functional teams to drive efficiency and cost savings.
Reporting to the VP of Operations, you will oversee tools and automation opportunities, partner with Strategy, and guide contact center transformation while maintaining a focus on customer outcomes and enterprise-wide
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