Director, Call Center Operations
About The Position
Driven Brands is seeking an enterprise-minded Director, Call Center Operations to support customer care operations across its portfolio. The role will define and execute the operating model, performance framework, workforce strategy, vendor approach, and transformation roadmap for customer care. The leader will establish common standards and modernize service delivery through process improvement, technology, automation, and AI, with accountability for improving customer experience, service quality, operational efficiency, and cost-to-serve. The Director will lead performance across internal teams, outsourced partners, and digital service channels; establish enterprise performance measures and review routines; and guide workforce planning and continuous improvement. The role also owns the sourcing strategy and BPO governance, leads modernization initiatives and platform strategy in partnership with Technology and Digital teams, and establishes operating policies, procedures, quality standards, and change-control processes. The Director ensures compliance with applicable requirements, serves as a senior escalation point, and provides executive reporting on performance, risks, transformation progress, and realized benefits. Travel requirements are to be determined.
Requirements
- Bachelor's degree in business, operations, customer experience, or a related field.
- At least 10 years of progressive leadership experience in customer care, contact center operations, customer experience, or shared services.
- Demonstrated success leading complex, multi-site, multi-brand, or enterprise service operations.
- Proven experience managing BPO partners, vendor relationships, and large-scale outsourced operations.
- Strong knowledge of workforce management, forecasting, quality management, performance analytics, and contact center economics.
- Experience leading operating-model transformation, process improvement, technology modernization, and organizational change.
- Experience with CCaaS, CRM, workforce management, quality management, and AI-enabled customer service capabilities.
- Strong analytical and financial acumen, including business-case development, budgeting, benefit tracking, and cost-to-serve management.
- Strong executive presence and communication skills, with the ability to influence senior leaders and drive alignment in a matrixed organization.
Nice To Haves
- Experience building or consolidating an enterprise customer care or shared services function.
- Familiarity with omnichannel service models spanning voice, email, chat, SMS, and digital self-service.
- Experience in a franchised, multi-unit, retail, automotive, or consumer services environment.
- Advanced degree or relevant professional certification.
Responsibilities
- Develop and execute the enterprise customer care strategy, target operating model, and multi-year transformation roadmap across the Driven Brands portfolio.
- Establish accountability for customer experience, service quality, operational performance, workforce productivity, and financial outcomes.
- Align brand leadership and functional partners while balancing enterprise consistency with brand-specific customer needs.
- Lead, develop, and inspire a high-performing customer care organization focused on ownership, continuous improvement, and customers.
- Own end-to-end performance across internal teams, outsourced partners, and digital service channels.
- Establish a unified KPI framework, executive scorecard, and operating review cadence across all brands.
- Lead workforce planning, forecasting, capacity management, scheduling, and performance management.
- Improve customer satisfaction, service levels, first-contact resolution, quality, agent productivity, and cost-to-serve.
- Translate operational data into insights, decisions, and action plans for senior leadership.
- Define the enterprise sourcing strategy and optimize the balance of in-house, outsourced, and automated customer interactions.
- Own BPO governance, vendor performance, service-level compliance, commercial management, and partner accountability.
- Lead quarterly business reviews, performance remediation, and continuous improvement initiatives with third-party providers.
- Partner with Procurement, Legal, Finance, and Technology on vendor selection, contracting, renewals, and value realization.
- Modernize customer care through center consolidation, technology, automation, analytics, and AI-enabled service delivery.
- Lead initiatives such as virtual agents, agent assist, intelligent routing, automated quality assurance, self-service, and knowledge management.
- Partner with Technology and Digital teams to define enterprise platform strategy across CCaaS, CRM, workforce management, quality management, and related capabilities.
- Develop business cases and adoption plans that deliver measurable improvements in customer outcomes, agent effectiveness, and operating cost.
- Ensure automation expands efficiently without compromising service quality, brand standards, or customer trust.
- Establish enterprise policies, standard operating procedures, quality standards, knowledge management practices, and change-control processes.
- Ensure customer care operations comply with applicable privacy, regulatory, contractual, and company requirements.
- Serve as the senior escalation point for material service, operational, customer, and vendor issues.
- Provide executive reporting on performance, risks, transformation progress, and realized benefits.
Benefits
- Health and wellness benefits
- Paid time off
- Holiday pay
- Access to 50% of earned wages at any time through the myFlexPay program
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What This Job Offers
Job Type
Full-time
Career Level
Director
