Director of Call Center Operations

Job TitleDirector of Call Center OperationsCompanyRamp TalentLocationNew Canaan, CT (Remote)TypeFull-timePosted9 hours agoJob SummaryOur client, GarageCo, is looking for an experienced Director of Call Center Operations to lead the transformation to a data-driven customer acquisition and revenue conversion engine, with direct accountability for inbound performance, booking conversion, and revenue outcomes across the GarageCo portfolio.About GarageCoGarageCo is building the first fully integrated, nationwide platform in the garage door industry. Across our family of brands, we service homeowners in 20+ states with ambitious plans to continue rapid growth. We've taken an industry historically fragmented and offline and turned it into a modern, technology-enabled service platform.Role SummaryCall Center Operations sits at the intersection of brand, demand, and revenue. This function is responsible for building and leading a best-in-class contact center platform that translates growth investment into measurable results. You should apply if you want to work in a fast-paced startup environment with high ownership and impact.Primary Job Functions & ResponsibilitiesDesign and implement a call center strategy across 10 decentralized operating companies.Own enterprise-wide call center strategy by consolidating and coordinating ~3040 CSRs into a unified organization with shared standards and systems.Determine optimal staffing and operating models (centralized vs. local, coverage, after-hours support).Evaluate, select, and implement call center platforms (e.g., Genesys, Five9, or similar).Lead integration with HubSpot and GarageCo's ERP system for lead and job management.Implement AI-powered automation and quality assurance tools.Establish the call center tech stack as a scalable foundation for future acquisitions.Define and operationalize core KPIs: inbound answer rate, booking conversion, revenue per lead, cost per booked job, speed-to-lead, call quality/QA scores. Build reporting and operating rhythms that drive real decision-making.Use data to diagnose performance issues, guide prioritization, and manage stakeholder expectations.Set inbound lead handling strategy end-to-end, from first call through booking.Design the future-state outbound sales motion to complement inbound demand.Partner closely with Marketing, Operations, and Sales leadership to optimize customer lifetime value.Assess current talent, identify skill gaps, and coach teams through change.Establish training programs, SOPs, and performance expectations, enforcing call center standards across portfolio companies while balancing local brand nuance and culture.Build credibility quickly with regional managers and local teams.Communicate progress, insights, and recommendations to brands and senior leadership.Position Requirements8-10 years of progressive experience in call center operations, customer service leadership, inside sales, or revenue operations.Proven experience building, transforming, or centralizing call center operations across multiple locations or business units.Demonstrated success designing and implementing call center systems, workflows, and performance frameworks from the ground up.Strong, hands-on experience using data and KPIs to drive decision-making, performance improvement, and stakeholder alignment.Track record of leading organizational change in complex, decentralized, or growth-stage environments.Experience managing and developing distributed teams through periods of transformation.Exceptional communication skills with the ability to influence team members and constructively disagree with senior leaders and operators when necessary.Comfortable operating in a high-visibility role with frequent executive interaction and scrutiny.Work ConditionsFully remote role, with some travel as needed.Repetitive hand and wrist motion, use of computers and other similar office equipment.BenefitsCompetitive salaryMedical, dental, and vision insurance with multiple plan optionsShort- and long-term disabilityEmployer-paid life insurance with buy-up optionsAccident careHospital indemnityCritical illness401(k) with employer matchGenerous paid time off (PTO)Paid holidaysTeam member recognition & reward programsCore ValuesTeamwork – we operate as a team and succeed together.Grit – we have the courage, strength, and character to persevere.Sincerity – we are transparent and trustworthy.Development – we strive for continuous improvement, both professionally and personally.We are an (EOE) Equal Opportunity Employer.J-18808-Ljbffr