Director, Customer Support Operations (Remote)
About The Position
The Director, Customer Support Operations leads both in-house and third-party contact center teams to deliver exceptional customer service and achieve organizational objectives. This role provides end-to-end operational oversight across contact center performance, vendor management, technology and process optimization, and team leadership. The Director uses data and customer insights to strengthen service delivery, improve key performance indicators, and build an engaged, high-performing culture. At Bob’s Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by a combination of technical expertise, problem-solving abilities, behavioral and leadership skills, and customer focus. If you thrive in a dynamic environment and enjoy leveraging your skills to make an impact, this is the perfect opportunity for you!
Requirements
- Minimum of 8 years of experience in Customer Support or Contact Center Operations.
- Demonstrated experience leading contact center operations and management teams.
- Experience managing third-party contact center vendors and performance expectations.
- Strong ability to use operational data to identify trends, improve performance, and communicate actionable insights.
- Bachelor's degree in business management, technology, marketing, or a related field.
Nice To Haves
- Strong focus on team engagement and agent experience.
- Customer-first mindset with a commitment to delivering a world-class and enjoyable customer experience.
- Digital-first approach with strong comfort and enthusiasm for modern technologies.
- Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
- Strong organizational skills with the ability to manage multiple priorities, shifting business needs, and deadlines.
- Detail-oriented, action-focused leadership style with the ability to balance tactical execution and broader strategic goals.
Responsibilities
- Oversee daily operations for both in-house and third-party contact centers.
- Ensure adherence to service-level agreements, key performance indicators, and quality standards across customer support operations.
- Implement and manage tools, technologies, and processes that optimize customer service delivery.
- Manage third-party contact center vendors and ensure alignment with organizational standards and performance expectations.
- Conduct regular vendor and operational performance reviews and implement corrective actions when needed.
- Analyze performance data, identify trends and improvement opportunities, and provide actionable insights to senior leadership.
- Lead strategic process-improvement initiatives that strengthen customer experience and operational results.
- Lead, coach, and develop the contact center management team and ensure senior leaders execute responsibilities across internal and third-party teams.
Benefits
- Competitive Medical, Dental, and Vision Insurance
- Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday!
- 401(k) Profit Sharing Plan with a generous company match
- Pet Insurance and employer-paid Life Insurance options
- Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
- Employee Discount starting on Day 1, plus exclusive partner discounts
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What This Job Offers
Job Type
Full-time
Career Level
Director
