Call Center Director. Job in Austin LilyLifestyle Jobs

Overview Director of Call Center Operations will own the end-to-end strategy, performance, and evolution of Storable’s Marketplace contact center. This senior leadership role is responsible for maximizing revenue, efficiency, and customer experience across a BPO-operated, B2C contact center that serves as a critical growth engine for the Marketplace business. The director will set vision, define success metrics, hold partners accountable, and empower internal leaders and BPO teams to execute, ensuring Storable is partnered with the right BPOs, operating with the right technology stack, and using the right performance frameworks to scale revenue predictably. Key Responsibilities Own the Marketplace contact center strategy and performance end-to-end, including revenue, conversion, cost efficiency, and customer experience. Evaluate, select, and manage BPO partners to ensure strong operational execution and long-term scalability. Define and evolve the contact center operating model across people, process, and technology. Establish clear KPIs, performance targets, and governance models for internal teams and external partners. Lead executive-level performance reviews, forecasting discussions, and strategic planning for the contact center. Partner closely with Marketplace leadership, Product, Revenue, and Analytics to optimize the consumer funnel and monetization strategy. Drive the roadmap for contact center technology, including CRM, telephony, analytics, QA, and AI-enabled solutions. Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency, scale, and customer experience. Ensure strong financial discipline through capacity planning, budgeting, and ROI analysis. Build, mentor, and develop internal leadership to support execution while maintaining strategic focus. Required Competencies Senior leadership experience owning a revenue-generating B2C contact center function. Deep experience working with and scaling BPO-operated contact centers. Proven ability to drive performance through data, analytics, and structured operating rhythms. Strong business acumen with experience balancing growth, efficiency, and customer experience. Executive-level communication skills with the ability to influence across senior leadership teams. Experience selecting, implementing, and optimizing contact center technologies. Ability to operate under broad direction while setting vision and driving outcomes. Preferred Competencies Direct experience launching or managing AI voice agents or advanced contact center automation. Experience in Marketplace, e-commerce, or transactional consumer environments. Background working with nearshore or offshore contact centers in Latin America. Experience scaling contact center operations during periods of rapid growth or transformation. Familiarity with M&A or post-acquisition integration of contact center operations. All applicants must be currently authorized to work in the United States on a full-time basis. Storable is a fully distributed company, but is only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY. Benefits and Perks Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance. 401(k) match after 60 days, 100% vested after 1 year. Employer contribution to your HSA, plus an HRA to help offset your deductible. Instant access to flexible vacation under a ‘take what you need’ policy. Company rewards and recognition that can be redeemed for personalized gifts and experiences. 8 hours of Volunteer Time Off each year and opportunities for community service events. 8 hours of Rest, Relax, Recharge time for mental health. Access to mental well-being resources, including counseling services, stress management programs, and mindfulness workshops. Fully paid parental leave: 12 weeks for primary caregivers and 6 weeks for secondary caregivers. Paw’ternity Leave and Pet Bereavement. Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members. $50 monthly home data stipend and a home office sign-on bonus of $250. Fertility care support options. Access to financial experts to assist in financial planning and goals. Direct student loan payment program (eligibility applies). Pay Transparency Potential Pay Range: $140,000 USD - $160,000 USD. EEO Statement Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities. #J-18808-Ljbffr