Director, Contact Center Performance & Operations - Mars Veterinary Health
About The Position
The Director, Contact Center Performance & Operations leads the operational infrastructure that enables a high-performing, multi-business contact center organization. This role is responsible for the systems, processes, training, workforce management, quality, analytics, and operational governance that support consistent, high-quality experiences for clients, pet owners, and veterinary teams across all contact center functions. The role ensures the contact center operates effectively at scale by aligning people, technology, and processes to meet evolving business and client needs. Through disciplined performance management, strong cross-functional partnership, and a focus on continuous improvement, this leader helps build the capabilities required to support a unified, future-ready model of client care. The Senior Manager, Contact Center Operations represents the contact center in cross-functional initiatives, system changes, and new implementations, ensuring operational readiness, clear communication, and successful adoption across the organization. This role also leads the Contact Center Operations team, providing direction, coaching, and prioritization to ensure projects, tools, and workflows support frontline teams in delivering confident, consistent, and compassionate service.
Requirements
- Bachelor’s degree in business, operations, management, or related fields; advanced degrees (MBA, MHA) preferred
- Certifications in process improvement (Six Sigma, Lean), workforce management systems, or operations leadership
- Experience with multi‑channel or omnichannel contact center strategies
- Background in regulated industries (healthcare, financial services, insurance)
- ~7+ years of contact center operations leadership experience (or equivalent service operations).
- Demonstrated success managing and developing leaders responsible for multi‑functional operational execution.
- Experience leading operations for businesses with significant scale, multi‑channel support, or distributed teams.
- Operational Leadership: Experience managing teams responsible for workforce management, training, quality assurance, performance analytics, and operational outcomes at scale.
- Performance & Metrics: Strong understanding of contact center performance drivers (service levels, throughput, client satisfaction) and experience using KPIs and data to drive continuous improvement.
- Technology & Systems: Familiarity with contact center platforms (ACD/IVR, CRM, workforce management, QA tools) and experience partnering with IT for system implementation, integration, and support.
- Cross-Functional Collaboration & Change Management: Ability to partner across IT, Product, Marketing, HR/P&O, and Finance to implement enterprise initiatives and operational changes.
- Quality & Continuous Improvement: Experience designing or overseeing QA programs, analyzing trends, and using insights to improve team performance and client outcomes.
- People Leadership: Skilled in coaching, developing, and mentoring operational leaders, building high-performing teams, and driving accountability and collaboration.
- Analytical & Data-Driven: Comfortable interpreting operational data, anticipating trends, and using insights to guide decisions; experience with tools like SQL, Power BI, or Databricks.
- Compliance & Governance: Knowledge of operational controls, regulatory requirements, and escalation frameworks to ensure safe, reliable, and compliant operations.
Responsibilities
- Lead the Contact Center Operations function to ensure teams, processes, and systems consistently deliver seamless experiences for clients, pet owners, and veterinary teams.
- Establish operating rhythms, governance, and performance expectations that enable managers to lead effectively and teams to deliver reliably across workforce management, training, quality, technology, analytics, and support.
- Own end-to-end operational performance, service levels, compliance, and operational readiness, including system changes, new capabilities, and organizational transformations.
- Oversee training strategy and execution, including new associate onboarding, ongoing capability development, and deployment of training for new tools, processes, and workflows.
- Lead internal program and project management for operations, ensuring new initiatives, technology deployments, and process changes are effectively planned, tested, communicated, and adopted across teams.
- Translate organizational priorities into measurable goals, KPIs, and reporting frameworks that drive performance, accountability, and continuous improvement.
- Ensure quality assurance of Contact Center activities through monitoring, trend analysis, and interaction (call/chat transcription) reviews, implementing corrective actions and coaching frameworks as needed.
- Partner with cross-functional leaders to integrate systems, streamline workflows, and deliver enterprise initiatives that reduce friction and improve outcomes.
- Leverage data and insights to anticipate trends, optimize capacity, guide priorities, and identify efficiency opportunities across multiple centers.
- Build and develop a high-performing operations leadership team, fostering a culture of accountability, collaboration, and continuous learning, with strong capability-building and succession planning.
- Ensure processes and technology investments are scalable and adaptable, supporting evolving veterinary, client, and operational needs.
Benefits
- Competitive salary with paid time off & holidays
- Medical, dental, and vision insurance
- Fertility and family-building assistance
- Paid Parental leave
- Practice Paid Basic Life Insurance
- Practice Paid Short- and Long-Term Disability
- Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match
- Commuter Benefits
- Legal Plan
- Health Savings Account & Flexible Spending Account
- Mental health support and resources
- Paid Volunteering
- Optimum Wellness Plans® for up to three pets
- Continuing Education allowance & MED hours for eligible positions
- Student Debt Relief (for full-time DVMs)
- A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.
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What This Job Offers
Job Type
Full-time
Career Level
Director
