Director, Operations Support Center

Amerit Fleet Solutions•Charlotte, NC

23h•$150,000 - $165,000•Onsite

About The Position

Amerit Fleet Solutions is a leading provider of fleet maintenance and repair services across the United States. Backed by New Mountain Capital, Amerit is rapidly expanding through both acquisitions and organic growth. We deliver industry-leading service, scale, and innovation to keep America’s fleets moving. The Director, Operations Support Center (OSC) is responsible for defining and leading the end-to-end strategy, execution, and continuous improvement of a best-in-class, 24/7 operations support function across North America. This role owns performance across service delivery, customer experience, and financial outcomes, ensuring the OSC scales efficiently while consistently meeting or exceeding customer SLAs. This leader will build and operate a high-performance, always-on support center environment, with deep expertise in call center operations, workforce management, and real-time service delivery. The role reports directly to the Director, Vendor Services – Fleet Solutions and plays a critical role in enabling field operations, emergency response, and customer satisfaction at scale. Compensation: Competitive Salary Pay - Paid weekly, every Friday! Salary $150,000-$165,000 with a bonus potential. The benefits of belonging – what’s in it for you? Full benefits within 30 days Medical, dental, vision, prescription drug coverage, life insurance, disability insurance 401(k) match program Unlimited vacation, holidays, and sick time Commitment to your safety through boot and prescription safety glasses reimbursement Career and learning development with an extensive training program through our Amerit University Employee referral program, up to $500 bonus ASE certification program with fee reimbursement and bonus Employee recognition platform that includes opportunities to redeem points for merchandise Employee Assistance Program (EAP) 24/7 nurse triage line Employee discounts on cell phone service and entertainment tickets Employee resource groups (ERGs) that foster inclusion

Requirements

10+ years of experience in operations, call center leadership, or service delivery roles
5+ years of leadership experience managing managers and scaled, multi-shift teams
Proven experience building, leading, and optimizing 24/7 call center or support center operations
Deep expertise in workforce management, including forecasting, scheduling, and real-time queue management
Experience scaling operations to support significant business growth
Experience owning or materially impacting P&L performance, including cost management and margin optimization
Strong background in SLA-driven environments with measurable performance outcomes (e.g., response times, resolution rates, uptime)
Experience implementing and optimizing call center technologies (ACD systems, telephony platforms, CRM, ticketing systems)
Demonstrated success in process optimization, continuous improvement, and operational transformation
Strong analytical capabilities with experience leveraging call center metrics and operational data to drive performance
Exceptional leadership, communication, and stakeholder management skills

Responsibilities

Own the vision, strategy, and execution of the Operations Support Center across North America, operating in a 24/7/365 environment
Build and scale a high-performing OSC capable of supporting significant business growth while maintaining strong service levels and cost discipline
Lead all aspects of call center operations, including inbound/outbound support, dispatch coordination, escalation management, and real-time service delivery
Design and implement workforce management strategies (forecasting, scheduling, capacity planning) to ensure optimal coverage across all shifts while controlling costs
Establish and enforce SLAs, KPIs, and performance management systems to ensure consistent, high-quality service delivery across a 24/7 operation
Drive continuous improvement initiatives to increase speed to resolution, reduce handle times, and improve first-call resolution rates
Partner with IT to design and implement a scalable technology platform (telephony, CRM, dispatch systems, automation tools) to enable faster response times and improved customer experience
Build real-time operational visibility through dashboards and command center capabilities to manage live performance and respond to service disruptions
Develop and maintain business continuity and incident response protocols for after-hours and high-severity events
Lead vendor and partner performance where applicable, ensuring accountability in a multi-channel support environment
Implement data-driven decision making through reporting, QA programs, and operational analytics
Identify and eliminate process bottlenecks, inefficiencies, and failure points across the support lifecycle
Build and maintain strong cross-functional partnerships with Operations, Sales, Finance, IT, and Customer teams
Own budget, cost controls, and overall financial performance of the OSC

Benefits

Medical, dental, vision, prescription drug coverage, life insurance, disability insurance
401(k) match program
Unlimited vacation, holidays, and sick time
Commitment to your safety through boot and prescription safety glasses reimbursement
Career and learning development with an extensive training program through our Amerit University
Employee referral program, up to $500 bonus
ASE certification program with fee reimbursement and bonus
Employee recognition platform that includes opportunities to redeem points for merchandise
Employee Assistance Program (EAP)
24/7 nurse triage line
Employee discounts on cell phone service and entertainment tickets
Employee resource groups (ERGs) that foster inclusion