Director, Call Center Operations

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Develop and implement the customer care strategy for enterprise clients, including the target operating model and a multi-year transformation roadmap across the Driven Brands portfolio.

• Establish accountability for customer experience, service quality, operational performance, workforce productivity, and financial results.

• Foster alignment among brand leadership and functional partners while balancing overall enterprise consistency with specific customer needs of each brand.

• Lead, nurture, and motivate a high-performing customer care team.

• Oversee comprehensive performance across internal teams, outsourced partners, and digital service channels.

• Create a unified KPI framework, executive scorecard, and regular operating review cadence for all brands.

• Manage workforce planning, forecasting, capacity management, scheduling, and performance oversight.

• Promote continuous enhancement of customer satisfaction, service levels, first-contact resolution, quality, agent productivity, and cost-to-serve.

• Convert operational data into actionable insights, decisions, and plans for executive leadership.

• Define the enterprise sourcing strategy and optimize interactions across in-house, outsourced, and automated customer service.

• Oversee BPO governance, vendor performance, service level compliance, commercial management, and partner accountability.

• Conduct quarterly business reviews, performance remediation, and continuous improvement initiatives with third-party service providers.

• Collaborate with Procurement, Legal, Finance, and Technology for vendor selection, contracting, renewals, and value realization.

• Drive modernization efforts through center consolidation, technology, automation, analytics, and AI-enabled service delivery.

• Manage initiatives such as virtual agents, agent assist, intelligent routing, automated quality assurance, self-service, and knowledge management.

• Partner with Technology and Digital teams on the enterprise platform strategy encompassing CCaaS, CRM, workforce management, and quality management.

• Develop business cases and adoption strategies that deliver measurable improvements in customer outcomes, agent effectiveness, and operational costs.

• Establish enterprise policies, standard operating procedures, quality standards, knowledge management practices, and change-control processes.

• Ensure compliance with relevant privacy, regulatory, contractual, and company standards.

• Act as a senior escalation point for significant service, operational, customer, and vendor issues.

• Provide executive-level reporting on performance, risks, transformation progress, and realized benefits.

⛳️ Requirements

• Bachelor's degree in business, operations, customer experience, or a related field.

• Over 10 years of progressive leadership experience in customer care, contact center operations, customer experience, or shared services.

• Proven track record of successfully leading complex, multi-site, multi-brand, or enterprise service operations.

• Demonstrated experience in managing BPO partners, vendor relationships, and large-scale outsourced operations.

• Extensive knowledge of workforce management, forecasting, quality management, performance analytics, and contact center economics.

• Experience in leading transformation of operating models, process improvements, technology modernization, and organizational change.

• Familiarity with CCaaS, CRM, workforce management, quality management, and AI-enabled customer service capabilities.

• Strong analytical and financial skills, including business case development, budgeting, benefit tracking, and cost-to-serve management.

• Exceptional executive presence and communication abilities, with the capacity to influence senior leaders and achieve alignment within a matrixed organization.

• Travel requirements: To be determined.

🏝️ Benefits

• Health and wellness benefits.

• Paid time off.

• Holiday pay.

• Early access to 50% of earned wages through myFlexPay.