Director of Contact Center Operations

We are partnering with a rapidly growing service organization seeking a Director of Contact Center Operations to lead and optimize a multi-site inbound customer contact center supporting a nationwide operation. This is a highly visible leadership role with the opportunity to shape strategy, drive performance, and influence the future of customer engagement across a growing platform.

About the Opportunity

This is not a day-to-day call center management role. You will oversee an established leadership team and focus on strategic initiatives that improve customer experience, operational efficiency, workforce planning, technology adoption, and business partnership across multiple locations.

The organization is investing heavily in operational excellence and customer experience, including evaluating and implementing AI-enabled solutions to improve call center performance and scalability.

What You'll Be Responsible For

• Leading contact center strategy, performance, and continuous improvement initiatives
• Developing and monitoring KPIs related to service levels, booking conversion, call quality, customer satisfaction, and operational efficiency
• Partnering with business leaders across multiple locations to drive alignment and performance
• Evaluating and implementing AI, automation, and workforce management solutions
• Enhancing forecasting, staffing models, reporting, analytics, and workforce optimization practices
• Coaching and developing leadership teams while fostering a culture of accountability and service excellence
• Driving process improvements and scalability initiatives in support of continued organizational growth
• Leveraging data and analytics to influence decisions and identify opportunities for improvement

What We're Looking For

• 7+ years of progressive leadership experience within a contact center or customer operations environment
• Director-level experience leading multi-site or multi-location operations
• Preferred experience in home services, field services, service dispatch, customer care operations, or other multi-location, high-volume inbound contact center environments supporting service-based businesses.
• Strong workforce management, forecasting, scheduling, and operational planning expertise
• Experience improving key performance metrics through data-driven decision making
• Advanced Excel and analytics skills
• Experience evaluating, implementing, or optimizing AI, automation, chatbot, or digital customer engagement solutions
• Strong executive presence with the ability to influence stakeholders without direct authority
• Proven success building relationships across decentralized operations or field-based organizations
• Demonstrated ability to lead through growth, change, acquisitions, or organizational transformation

This is a rare opportunity to join a growing organization at a pivotal stage of expansion. You'll have the chance to influence enterprise-wide customer experience strategy, lead the adoption of emerging technologies, and partner directly with senior leadership to shape the future of a high-performing contact center operation.

Location: Charlotte, NC area preferred

Travel: Occasional travel as needed

If you are a collaborative, data-driven contact center leader who excels at workforce optimization, operational strategy, and leading through influence, we'd love to hear from you.