Director, Contact Center Operations

Brio Water Technology•Glendale, CA

1d•$160,000 - $190,000•Hybrid

About The Position

We’re looking for a Director of Contact Center Operations to lead the team that turns inbound interest into booked in-home consultations across our portfolio of home improvement brands. You’ll own the full path from first contact to a confirmed appointment: speed to lead, booking rate, confirmation and sit rates. You’ll also lead the department’s transformation into an AI-first, measurement-driven operation, including the path to a nationwide contact center. This role partners closely with Sales, Marketing, Operations, and Technology, and reports to [title]. It is a hybrid role based in Glendale, with national travel as needed.

Requirements

8+ years in contact center or inside sales operations, including 4+ years leading managers and teams.
Background in a high-accountability, conversion-focused contact center where every lead matters and follow-up discipline is non-negotiable.
Track record of measurable gains in booking or conversion rate, speed to answer, and customer satisfaction.
Proven 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 comfort building tools yourself (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.
Extremely measurement-driven, energetic, and positive under pressure; an accountability leader who develops people.
Experience in home services, home improvement, or in-home appointment setting strongly preferred.
Bilingual English/Spanish a plus.

Responsibilities

Own booking performance across brands, driving toward a 98%+ booking rate while delivering an experience customers rave about.
Own speed to answer and speed to lead on every channel, plus appointment confirmation and sit rates.
Design, document, and enforce clear call flows and processes so no lead slips through: greetings and scripts, missed-call callbacks, voicemail handling, dropped-call recovery, and follow-up cadences for undecided and lost customers.
Build objection-handling playbooks for pricing, product lines, and other common objections, and train reps until they get to yes.
Run a high-accountability operation with clear standards, live scorecards, and a daily, weekly, and monthly performance cadence. Coach relentlessly and recognize winners.
Partner with and develop the existing call center leadership team, recruit strong talent, and build a bench of future leaders.
Lead the department’s AI transformation, from strategy and change management through rollout and adoption.
Deploy and optimize AI voice and chat agents, conversation intelligence, and automated routing so people spend their time where they make the biggest difference.
Build automations, AI workflows, dashboards, and integrations hands-on, and partner with the Technology team on larger builds.
Modernize operations across omnichannel communication (phone, text, email, web, social), workforce management, QA, and training.
Ensure each brand is represented consistently and accurately on every call and message.
Design and lead the path to a nationwide contact center that scales with the business.
Partner with Sales, Marketing, and Operations to turn leads into appointments and appointments into happy customers.