Director, Customer Support Operations
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Job Description
Director leading in-house and third-party contact center operations for Bob’s omni-channel furniture retail business. Improving customer service metrics, vendor performance, technology, and team leadership.
Responsibilities:
- Lead daily operations across in-house and third-party contact centers
- Ensure consistent service delivery and adherence to SLAs, KPIs, and quality standards
- Oversee customer support operations end to end across performance, vendor management, technology, and process optimization
- Implement and optimize tools, technologies, and processes that strengthen customer service delivery and operational efficiency
- Manage third-party contact center vendors, establish performance expectations, conduct reviews, and implement corrective actions
- Analyze operational and performance data, identify trends and improvement opportunities, and provide actionable insights to senior leadership
- Lead strategic process-improvement initiatives to improve agent productivity, Net Promoter Score, First Contact Resolution, Contacts per Order, and other customer support metrics
- Lead, coach, and develop the contact center management team
- Ensure senior leaders execute responsibilities across internal and third-party teams
- Build an engaged, accountable, high-performing culture
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
- Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus
- Ability to manage multiple priorities, shifting business needs, and deadlines
- Strong organizational skills
- Detail-oriented, action-focused leadership style
- Ability to balance tactical execution and broader strategic goals
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
- Tuition reimbursement
- On-demand learning
- Career progression pathways
- Employee Discount starting on Day 1
- Exclusive partner discounts
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