Senior Director, Remote Operations Transformation

One Call; Annapolis (MD); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote Work

Generous Time Off

Comprehensive Benefits Package

Supportive Services

Job summary

One Call is seeking a Senior Director of Operations Support to scale processes and systems that enable consistent and efficient service delivery. You will lead cross-functional teams, drive workflow optimization, and implement scalable tools to support strategic objectives.

You will partner with leaders across the organization to transform contact center operations, reduce manual work, and improve productivity while maintaining high standards of customer outcomes.

Qualifications

• Bachelor's or master's degree in business or accounting.
• At least eight years in management with increasing responsibilities.
• Preferred experience includes operations, customer service transformation, or the digital field.
• Minimum five years leading teams.

Responsibilities

• Lead execution of operational strategies and initiatives to support service delivery and objectives.
• Drive process standardization and workflow optimization across teams.
• Oversee tools, systems, and platforms for operational performance and service delivery goals.
• Identify automation opportunities to enhance efficiency in workflows and intake processes.
• Monitor performance against KPIs, service levels, and customer satisfaction targets.

Skills

Leadership

Operations mgmt

Customer service transformation

Analytical thinking

Education

Bachelor's or Master's in Business or Accounting

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

CRM software

Job description

One Call is seeking a Senior Director of Operations Support to scale processes and systems that enable consistent and efficient service delivery. You will lead cross-functional teams, drive workflow optimization, and implement scalable tools to support strategic objectives.

You will partner with leaders across the organization to transform contact center operations, reduce manual work, and improve productivity while maintaining high standards of customer outcomes.