Director, Contact Center Operations

Brio Water Technology•Glendale, AZ

15h•Hybrid

About The Position

The Director of Contact Center Operations leads the team responsible for converting inbound interest across a portfolio of home improvement brands into booked in-home consultations. The role owns the full path from first contact to confirmed appointment, including speed to lead, booking rate, confirmation rate, and sit rate. It will lead the department’s transformation into an AI-first, measurement-driven operation and guide the development of a nationwide contact center. The position partners closely with Sales, Marketing, Operations, and Technology, reports to a title not specified in the posting, and is hybrid in Glendale with national travel as needed.

Requirements

At least 8 years of experience in contact center or inside sales operations, including at least 4 years leading managers and teams.
Experience in a high-accountability, conversion-focused contact center where every lead matters and disciplined follow-up is essential.
Demonstrated, measurable improvements in booking or conversion rate, speed to answer, and customer satisfaction.
Experience building and documenting contact center processes and call flows from scratch.
Hands-on experience deploying AI agents or automation in a contact center, and ability to build tools using no-code, low-code, or code.
Hands-on experience with contact center platforms, CRMs, workforce management, and conversation intelligence tools.
Experience leading multi-brand, multi-site, or remote/distributed teams.
Measurement-driven, energetic, and positive under pressure, with an accountable leadership style and a focus on developing people.

Nice To Haves

Experience in home services, home improvement, or in-home appointment setting.
Bilingual English/Spanish.

Responsibilities

Own booking performance across brands, targeting a 98%+ booking rate while delivering a positive customer experience.
Manage speed to answer and speed to lead across every channel, as well as appointment confirmation and sit rates.
Design, document, and enforce call flows and processes for greetings and scripts, missed-call callbacks, voicemail handling, dropped-call recovery, and follow-up with undecided and lost customers.
Create objection-handling playbooks for pricing, product lines, and other common objections, and train representatives.
Run a high-accountability operation with clear standards, live scorecards, and daily, weekly, and monthly performance reviews.
Coach employees, recognize high performers, develop the existing call center leadership team, recruit talent, and build a bench of future leaders.
Lead the department’s AI transformation, including strategy, change management, rollout, and adoption.
Deploy and optimize AI voice and chat agents, conversation intelligence, and automated routing.
Build automations, AI workflows, dashboards, and integrations hands-on, and partner with Technology on larger builds.
Modernize omnichannel communications, workforce management, quality assurance, and training.
Ensure each brand is represented consistently and accurately across calls and messages.
Design and lead the development of a nationwide contact center that can scale with the business.
Partner with Sales, Marketing, and Operations to convert leads into appointments and appointments into satisfied customers.