Call Center Director

GO RENTALS•Newport Beach, CA

3d•$175,000 - $225,000•Onsite

About The Position

At GO Rentals, the journey begins long before our guests slide behind the wheel. We are the only Official Elite Rental Car Company recognized by the Forbes Travel Guide — the team trusted to deliver luxury vehicles planeside at private jet terminals and at the most celebrated five-star resorts in the country. With nearly 1,000 team members across 32 states, we've built our reputation on one promise: every interaction should feel as effortless and elevated as the cars we provide. That promise lives or dies at first contact — and that's where you come in. We're looking for a Call Center Director to take full ownership of our reservation teams and reimagine what a contact center can be for a luxury brand. This isn't about managing call queues. It's about architecting the moment a guest decides to choose GO Rentals, and making sure that moment is unmistakably five-star. Most contact-center leaders inherit a playbook. You'll write ours. This is a high-impact, high-visibility role with a clear mandate: stabilize and scale our reservation operations, then build a standardized, data-driven, AI-enabled model that becomes the gold standard across the organization. You'll have the autonomy to make the judgment calls and the executive support to back them. If you're energized by the idea of turning inbound demand into loyal guests — and building the operating model that empowers a team to do it consistently, at scale, with genuine warmth — keep reading.

Requirements

Bachelor’s degree in business, operations, hospitality, or a related field, or equivalent experience.
7+ years of contact-center / call-center leadership experience, including 3+ years managing managers or multiple teams.
Demonstrated success in stabilizing and scaling inbound reservation, sales, or guest-service operations.
Proven track record of improving conversion / close rates and service levels while maintaining a premium customer experience.
Strong command of call center metrics, workforce management/labor forecasting, and performance management.
Experience building reports and dashboards (e.g., Power BI) and using data to drive decisions.
Excellent leadership, coaching, and communication skills, with the ability to interact effectively with senior leadership.
Ability to work on-site at a call center in Palm Springs, CA or Newport Beach, CA, and to travel to other call center locations as needed

Nice To Haves

Experience in luxury, hospitality, travel, private aviation, or premium automotive services.
Experience in standing up knowledge bases, LMS / training programs, or AI-assisted support tools.
Experience evaluating, selecting, or implementing call center technology platforms, including telephony / contact-center tools, CRM, reservation management systems, and AI-assisted workflow or agent tools.
Familiarity with Paycom a plus.
Experience designing representative incentive and compensation programs.
Experience leading multi-site and on-site teams.

Responsibilities

Own the guest's first impression. Lead our reservation teams to convert inbound demand with best-in-class, five-star guest experience on every call, chat, and email.
Stabilize, then scale. Bring operational rigor to day-to-day performance while building the structure and staffing model to grow without losing the personal touch.
Build the future operating model. Stand up a standardized, data-driven, AI-enabled contact-center framework — workflows, technology, QA, and metrics — that scales across the company.
Lead with data. Define and own the KPIs that matter (conversion, service level, CSAT, occupancy, retention) and use them to coach, forecast, and continuously improve.
Develop the team. Hire, mentor, and inspire supervisors and agents; create a culture where service excellence and accountability go hand in hand.
Partner across the business. Collaborate with operations, revenue, fleet, marketing, and technology to keep the guest experience seamless from booking to keys-in-hand.

Benefits

Medical
Dental
Vision
$25,000.00 Basic Employee Life/AD&D Insurance for individual employees
Short- & Long-Term Disability Insurance (for those in states where it is not offered) for individual employees
Employee Assistance Program
Pharmacy Discount Programs through CVS & Good RX
Health Support Programs for Maternity, Hinge Health, Life Balance, Gym & Health Coaching, Natural Products & Services, GoodRx, Teledoc, and more!
401(k) Retirement Program
2 Weeks of accrued Vacation with a cash-out program after 1st year
Generous Sick and Safe accrued time off program
Paid Holidays
Paid Birthday off
Cell Phone Pay of $40.00 a Month for hourly employees
$1,000.00 Referral Bonus Program for hourly employees
Employee Discounts for Auto Rentals (Friends & Family)
Employee Wholesale Auto Purchase Program
Perks@Work Program Membership - thousands of discounts for just about everything!
Access to a full library of hundreds of online professional career training courses, from sales to software and nearly everything in between