Senior Director, Operations Transformation

One Call; City of Albany (NY); Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Remote work

Generous PTO

Comprehensive benefits

Assistance programs

Job summary

One Call is seeking a Senior Director of Operations Support to scale processes, systems, and tools for efficient service delivery. You will lead standardization, workflow optimization, and automation initiatives across the contact center and back-office functions.

You will partner with executives to align operations with strategic goals, improve KPIs, and ensure scalable customer outcomes in a remote-first environment.

Qualifications

• Bachelor's or master's degree in business or accounting or equivalent experience.
• Minimum eight years of management experience with escalating responsibilities.
• Preferred focus in operations, customer service, contact centers, or digital fields.

Responsibilities

• Lead operational strategies and initiatives to support service delivery and goals.
• Drive standardization and workflow optimization across teams.
• Identify and implement automation to improve efficiency and reduce costs.
• Collaborate with leaders to translate strategy into actionable plans.

Skills

Operational leadership

Process optimization

Automation

Project management

Stakeholder mgmt

Data analytics

Education

Business/Accounting degree

Tools

Microsoft Excel

ERP Systems

Job description

One Call is seeking a Senior Director of Operations Support to scale processes, systems, and tools for efficient service delivery. You will lead standardization, workflow optimization, and automation initiatives across the contact center and back-office functions.

You will partner with executives to align operations with strategic goals, improve KPIs, and ensure scalable customer outcomes in a remote-first environment.