Director, Call Center Operations

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director, Call Center Operations based in the United States.

As the Director of Call Center Operations, you will lead the strategy, performance, and transformation of enterprise-wide customer care operations across a diverse portfolio of brands. You will define the operating model, workforce strategy, vendor management approach, and long-term roadmap to deliver exceptional customer experiences while improving operational efficiency. Overseeing internal teams, outsourced partners, and digital service channels, you will establish consistent performance standards and drive measurable business results. You will also spearhead the modernization of customer service through innovative technologies, automation, advanced analytics, and AI-powered solutions. Working closely with senior leadership and cross-functional teams, you will balance enterprise-wide objectives with individual brand requirements. This is an exciting opportunity for an experienced executive to shape large-scale customer care operations, lead organizational transformation, and build a high-performing, customer-focused culture.