Call Center Director

Our client is a well-established, rapidly growing residential and commercial field services company serving customers across California. Known for responsive service and a highly skilled team of field technicians and operations managers, the business is scaling quickly and investing in the systems, people, and processes required to support that growth. Full company details will be shared with qualified candidates during the interview process. ABOUT THE ROLE The Call Center Director is a high-impact leadership role responsible for consolidating and streamlining fragmented operations across Customer Service, Fleet & Logistics, and Finance (AP/AR). The mission is to eliminate silos, standardize workflows, and implement scalable technology that drives company-wide efficiency and cost savings. RESPONSIBILITIES Customer Experience & Centralized Service Hub Unify customer service touchpoints into a centralized hub to ensure a consistent experience across every market. Use CRM data to identify trends and improve the overall customer lifecycle. Establish KPIs for response times, resolution rates, and customer satisfaction. Design and execute a roadmap to centralize administrative and operational functions across multiple branches and departments. Standardize SOPs (Standard Operating Procedures) to ensure a unified, one-company approach to service and logistics. Identify and eliminate redundant processes to reduce overhead and improve speed-to-market. Fleet & Logistics Oversight Partner with fleet leadership to optimize route planning, fuel management, and vehicle procurement. Centralize logistics data to improve tracking, response times, and maintenance scheduling. Leverage telematics and logistics software to provide real-time operational visibility. Transition distributed billing and payment functions into a centralized Shared Services model. Oversee the accuracy of Accounts Payable and Receivable, ensuring streamlined cash flow and vendor management. Implement automated invoicing and collections tools to reduce manual errors and Days Sales Outstanding (DSO). Lead the people side of change — mentoring staff through transitions and building a culture of continuous improvement. Evaluate and deploy scalable systems and automation to support company-wide efficiency. QUALIFICATIONS 5-7+ years of experience managing, building, or materially scaling centralized / shared services operations. Proven track record of building centralized operations within multi-site, multi-location, or field-service environments (e.g., home services, HVAC, logistics, route-based services). Demonstrated experience in process design, SOP implementation, and establishing KPI-driven environments. Experience of operating in fast-paced, private equity-backed, or growth-oriented companies scaling via aggressive M&A (~10 acquisitions/year). Comfortable building from zero; thrives in environments with ambiguity where frameworks must be created rather than inherited. PAY RANGE AND COMPENSATION PACKAGE $120,000 – $150,000 total compensation (base and bonus opportunities) EQUAL OPPORTUNITY STATEMENT We are committed to diversity and inclusivity in our hiring practices. BENEFITS & PERKS Company-provided smartphone for all business communications. Health benefits beginning the 1st of the month following 60 days of employment. 401(k) beginning the 1st of the month following 90 days of employment. Paid Time Off and Holiday benefits. A collaborative environment with real career-growth opportunity in a scaling organization. #J-18808-Ljbffr