Director of Shared Services – Call Center

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

📋 Description

• Develop and implement a shared services strategy that aligns with business goals.

• Standardize processes across call center teams while leading change management efforts.

• Manage quality assurance, technology enablement, training facilitation, analytics, automation, and deployment readiness.

• Collaborate with leaders in product, IT, data and analytics, and training.

• Propel continuous improvement and quality initiatives to enhance productivity, service consistency, and customer satisfaction.

• Ensure adherence to regulations, corporate policies, and service level agreements (SLAs).

• Build, nurture, and mentor a high-performing shared services team.

• Promote collaboration and innovation among remote teams.

• Oversee resource allocation and budgets to ensure cost-efficient operations.

• Assess, design, test, and implement CRM, CTI, omnichannel, automation, and AI-driven technologies.

• Lead deployment readiness efforts, including user acceptance testing (UAT), test scenario creation, defect triage, release planning, communication, rollout support, and training coordination.

• Manage configurable CRM and CTI platforms by streamlining workflows and creating automations.

• Develop scalable rollout and training strategies.

• Set key performance indicators (KPIs) and provide actionable reports and analytics to senior leadership.

• Drive cross-functional initiatives through influence and shared objectives.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related discipline.

• Over 10 years of experience in call center operations, including at least 5 years in a senior leadership position managing shared services.

• Demonstrated success in leading cross-functional teams and executing centralized service models.

• Strong knowledge of call center technologies, CRM/CTI platforms, analytics, automation, AI applications, technology deployment methods, UAT, and quality management.

• Outstanding problem-solving and decision-making skills.

• Proven ability to convert operational challenges into opportunities for technology, automation, AI, training, and quality enhancement.

• Skilled in budget management and promoting cost efficiency.

• Strong leadership and people management capabilities.

• Excellent communication and stakeholder management skills.

• Proficient at driving organizational change in a fast-paced environment.

• Ability to perform repetitive motions involving wrists, hands, and/or fingers.

• Sedentary work requiring prolonged periods of sitting.

• Competence in visual perception, including peripheral vision, depth perception, and focus adjustment.

🏝️ Benefits

• Paid time off (PTO), holiday pay, and a holiday of choice.

• 401(k) matching.

• Life insurance coverage.

• Short-term disability benefits.

• Health, dental, and vision insurance options.

• Maternity and paternity leave provisions.

• Health savings account (HSA) availability.

• Flexible spending accounts (FSA) for health and dependents.

• Company-sponsored travel to headquarters for the first 1–3 days of orientation.