Director of Shared Services - Call Center

Mom's Meals•Ankeny, IA

1d•Remote

About The Position

The Director of Shared Services for Call Centers will oversee and optimize centralized support functions across our Customer Care and Intake operations. This role is responsible for advancing operational excellence, standardization, technology enablement, quality performance, and scalable processes that improve efficiency and the customer experience. The ideal candidate will lead teams and cross-functional initiatives across quality assurance, technology enablement, support, reporting/analytics, automation, AI-enabled improvements, and deployment readiness.

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field
10+ years’ experience in call center operations, with at least 5 years in a senior leadership role overseeing shared services
Proven track record of leading cross-functional teams and implementing centralized service models
Strong understanding of call center technologies, CRM/CTI platforms, analytics, automation, AI use cases, technology deployment practices, UAT, and quality management
Exceptional problem-solving and decision-making abilities
Demonstrated ability to translate operational pain points into technology, automation, AI, training, and quality improvement opportunities that enhance the customer experience
Proficient in managing budgets and driving cost efficiency
Strong leadership and people management skills
Excellent communication and stakeholder management abilities
Adept at driving organizational change in a dynamic environment

Nice To Haves

Master’s degree

Responsibilities

Develop and execute a shared services strategy aligned with the organization's overall business objectives
Identify and implement best practices to standardize processes across all call center teams
Lead change management initiatives to transition to centralized service models, new technology capabilities, and standardized operating practices effectively
Oversee key shared services functions, including quality assurance, technology enablement, training enablement, in-house analytics, automation, and deployment readiness
Collaborate with key leaders in product, IT, data & analytics and training to support shared business objectives
Drive continuous improvement and quality initiatives that enhance productivity, reduce friction, strengthen service consistency, and improve customer satisfaction
Ensure consistent compliance with industry regulations, corporate policies, and service-level agreements (SLAs)
Build, develop, and mentor a high-performing shared services team
Foster a culture of collaboration and innovation across dispersed teams
Manage resource allocation to balance workload across departments effectively
Lead cross functionally through influence and shared objectives
Partner with product, IT, operations, training, analytics, and vendors to evaluate, design, test, and implement technologies that enhance call center operations, customer experience, CRM platforms, CTI, omnichannel communication systems, automation tools, and AI-enabled capabilities
Lead business-side deployment readiness activities, including user acceptance testing (UAT), test scenario design, defect triage, release planning, stakeholder communications, rollout support, and training coordination
Administer end-user configurable platforms including CRM, CTI, and related software; identify opportunities to simplify workflows, build automations, and embed AI-supported solutions that improve quality, efficiency, and customer outcomes
Create scalable rollout and training approaches that promote adoption, reinforce process consistency, and prepare frontline and leadership teams for technology-enabled changes
Establish KPIs to measure the efficiency and effectiveness of shared services
Deliver actionable insights to senior leadership through robust reporting and analytics
Monitor and manage budgets, ensuring cost-efficient operations