Director, Call Center
Director, Call Center
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a strategic and visionary leader to serve as our Director of Call Centers responsible for shaping and executing a long-term strategy that unifies and transforms our multi-site call center operations. This role combines high-level strategic planning with operational excellence overseeing daily performance customer satisfaction and the integration of multiple call centers into a cohesive high-performing unit. The ideal candidate will bring a strong background in customer and technical support leadership P&L accountability and a passion for delivering best-in-class service experiences for our franchise network.
Why Join Us
- Lead a high-impact transformation initiative that will shape the future of customer and franchisee support.
- Collaborate with passionate teams in a fast-paced customer-first environment.
- Drive innovation and operational excellence in a role that blends strategy leadership and execution.
Main responsibilities
Strategic Planning & Development (50%)
- Develop and execute a comprehensive long-term strategy for call center operations aligned with company growth and customer experience goals.
- Own departmental budgeting and P&L management ensuring financial performance aligns with strategic objectives.
- Lead the integration of multiple call centers standardizing processes tools and performance metrics.
- Drive top-line revenue through strategic partnerships with third-party call centers and optimization of call flows.
- Analyze customer data and feedback to implement actionable initiatives that protect the brand and enhance loyalty.
- Ensure the health and performance of all support technologies tools and platforms.
- Establish and enforce risk management procedures for customer incidents and product issues.
- Partner cross-functionally to advocate for customer-centric improvements across the organization.
- Define and monitor service level goals KPIs and continuous improvement metrics.
Customer Experience Technical Support & Operational Leadership (50%)
- Lead and develop a high-performing team including direct reports and support staff across multiple locations and third-party vendors.
- Oversee hiring training coaching and mentoring programs to build a strong leadership pipeline.
- Foster a customer-centric culture that prioritizes empathy responsiveness and loyalty.
- Ensure execution of quality assurance programs and performance management systems.
- Support specialized teams including social media response loyalty program support billing and order-taking operations.
- Lead the Technical Support team responsible for assisting franchisees with system issues platform troubleshooting and operational technology support.
- Collaborate with IT and product teams to ensure franchisee-facing tools are reliable scalable and well-supported.
- Maintain nearly 24/7 operational readiness to support customers and franchisees across all channels.
Qualifications :
- Bachelors degree or higher in a related field.
- 10 years of progressive leadership experience in customer service/support organization or call center operations with experience in a strategic or transformational role.
- Proven experience managing global call center operations and third-party vendor relationships.
- Strong financial acumen with experience managing budgets and P&L statements.
- Experience leading technical support teams or functions particularly in a franchise or distributed business model.
- Expertise in customer data analysis reporting and translating insights into action.
- Proficiency with support/CRM/contact center platforms.
- Excellent interpersonal written and verbal communication skills.
- Demonstrated ability to lead through influence manage change and solve complex problems.
Additional Information :
Location: Ann Arbor MI
Hybrid Schedule with Mon-Thurs in office and Friday being flexible
Benefits:
Paid Holidays and Vacation
Medical Dental & Vision benefits that start on the first day of employment
No-cost mental health support for employee and dependents
Childcare tuition discounts
No-cost fitness nutrition and wellness programs
Fertility benefits
Adoption assistance
401k matching contributions
15% off the purchase price of stock
Company bonus
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
