Director of Support & Service Operations

EverDriven•Greenwood Village, CO

1d•Hybrid

About The Position

EverDriven is seeking a Director, Support & Service Operations to build and run the operating system for our Support organization within Inside Operations. Reporting to the VP, Customer Support & Experience, this role is central to modernizing our support model into a scalable, data-driven, technology-enabled function while staying true to a tech-enabled, human-led experience. This leader is a strategic operator and thought partner to the VP of Customer Experience and COO. They will translate support strategy into operational excellence across workforce planning, quality, tooling/CRM evolution, AI-enabled efficiency improvements, and omnichannel readiness. In the initial phase, this role will directly lead our frontline Support and Customer Resolution teams (complaints/incidents), along with WFM and QA enablement, and will partner closely with adjacent operations teams to drive consistent processes, shared standards, and a cohesive end-to-end stakeholder experience.

Requirements

Bachelor’s degree required
8–12+ years of experience in Support Operations, Contact Center Operations, Customer Experience Operations, or similar roles with increasing leadership scope.
Demonstrated ownership of two or more of the following: Workforce management (forecasting, capacity planning, scheduling inputs), including seasonal + intraday patterns
QA program design, calibration, and coaching systems
CRM/workflow tooling implementation and adoption
Automation/AI-enabled operational improvements
Operating cadence, KPI systems, and performance rigor
Proven ability to lead change across teams through process/tool rollouts, adoption, and governance, with measurable results.
Strong analytical rigor and business judgment; able to diagnose drivers, quantify impact, prioritize effectively, and drive cost-effective decisions.
Strong executive communication skills: clear synthesis, “so what,” recommendations, and stakeholder influence.
Demonstrated ability to balance operational efficiency with a high-empathy, stakeholder-centric service model in complex, high-variability environments.

Nice To Haves

MBA or advanced degree a plus.

Responsibilities

Lead and develop Support Team Leads and frontline teams to deliver consistent, high-quality support across EverDriven stakeholders (caregivers/students, drivers/service providers, and where applicable districts).
Drive role clarity, performance standards, and operating rhythms across Customer Support and Customer Resolution (complaints/incidents).
Lead capacity planning and forecasting for Support.
Build repeatable planning processes that connect demand drivers to staffing plans, scheduling inputs, and service-level outcomes so the organization can scale predictably and cost-effectively.
Own seasonal and intraday planning, including back-to-school ramp periods (Aug/Sep), quieter summer volume, and daily AM/PM demand spikes aligned to school schedules.
Own and evolve the QA program, including standards, scorecards, calibration, coaching loops, and reporting.
Ensure QA drives behavior change and measurable performance improvement, not just scoring.
Partner with Business Process Improvement (BPI) and cross-functional teams to translate QA insights into training, SOPs, and root-cause resolution.
Ensure QA reflects both rigor and empathy in high-stakes interactions.
Identify, pilot, and scale AI and automation use cases that reduce manual work and improve quality (knowledge workflows, summarization, QA automation support, triage assistance).
Lead change management through training, adoption plans, and governance.
Measure ROI through time saved, quality lift, throughput, and improved consistency.
Own operational requirements and workflow design for CRM/case management and related tooling (workflows, queues, knowledge, reporting).
Drive process standardization, data hygiene, and workflow governance to improve visibility, reduce fragmentation, and enable automation at scale.
Lead V1 implementation readiness and adoption ahead of startup.
Build and run a strong operating rhythm, including weekly priorities, KPI narrative, and risk/decision tracking.
Proactively surface risks, quantify impact, and drive timely decisions to keep Support outcomes visible and supported.
Partner with RO/DIG and Field Ops leadership on interfaces, escalation paths, and shared process clarity to reduce noise and improve end-to-end execution.
Partner with the VP and cross-functional leaders to shape best-in-class stakeholder experiences across key journeys (district/school partners, caregivers/students, service providers/drivers).
Use insights to identify friction points, define “what great looks like,” and translate those into operational standards, tooling improvements, and scalable workflows.