Director of Call Center Operations

Our client GarageCo is looking for an experience Director of Call Center Operations. See below for details.

About GarageCo

Come join our team and open the door to an amazing career at GarageCo!

GarageCo is building the first fully integrated nationwide platform in the garage door industry. Across our Family of Family Brands we service homeowners in 20 states with ambitious plans to continue our rapid growth. Weve taken an industry thats historically fragmented and offline and turned it into a modern technology-enabled service platform.

Call Center Operations sits at the intersection of brand demand and revenue. Backed by significant marketing investment expanding national scale and strong inbound customer demand this function is responsible for building and leading a best-in-class contact center platform that translates growth investment into measurable results.

You should apply if you want to work in a fast-paced startup environment where you will have a high degree of ownership and impact and in a company with experienced leadership and a focus on growth and profitability.

Role Summary

GarageCo is hiring aDirector of Call Center Operationsto lead the transformation to a data-driven customer acquisition and revenue conversion engine with direct accountability for inbound performance booking conversion and revenue outcomes across the GarageCo portfolio.

Today 3040 customer service representatives operate independently across 10 portfolio businesses with limited shared systems performance metrics or operational governance. This role will design and build a unified call center operation from the ground upselecting and implementing core platforms defining success metrics establishing training and operating playbooks and creating scalable inbound (and future outbound) capabilities.

This is a truebuilder and change-leadership role offering high visibility meaningful autonomy and the opportunity to create a best-in-class call center operation. This role will report to the VP of Growth - with significant senior level exposure given its critical high-profile nature.

Primary Job Functions & Responsibilities

• Design and implement a call center strategy across 10 decentralized operating companies.
• Own enterprise-wide call center strategy by consolidating and coordinating 3040 CSRs into a unified organization with shared standards and systems.
• Determine optimal staffing and operating models (centralized vs. local coverage after-hours support).
• Evaluate select and implement call center platforms (e.g. Genesys Five9 or similar).
• Lead integration with Hubspot and GarageCos ERP system for lead and job management.
• Implement AI-powered automation and quality assurance tools.
• Establish the call center tech stack as a scalable foundation for future acquisitions.
• Define and operationalize core KPIs including: inbound answer rate booking conversion revenue per lead cost per booked job speed-to-lead call quality / QA scores. Build reporting and operating rhythms that drive real decision-making.
• Use data to diagnose performance issues guide prioritization and manage stakeholder expectations.
• Set inbound lead handling strategy end-to-end from first call through booking.
• Design the future-state outbound sales motion to complement inbound demand.
• Partner closely with Marketing Operations and Sales leadership to optimize customer lifetime value.
• Assess current talent identify skill gaps and coach teams through change.
• Establish training programs SOPs and performance expectations defining and enforcing call center performance standards across all portfolio companies while balancing local brand nuance and culture.
• Build credibility quickly with regional managers and local teams.
• Communicate progress insights and recommendations to brands & senior leadership.

Position Requirements

• 8-10 years of progressive experience in call center operations customer service leadership inside sales or revenue operations.
• Proven experience building transforming or centralizing call center operations across multiple locations or business units.
• Demonstrated success designing and implementing call center systems workflows and performance frameworks from the ground up.
• Strong hands-on experience using data and KPIs to drive decision-making performance improvement and stakeholder alignment.
• Track record of leading organizational change in complex decentralized or growth-stage environments.
• Experience managing and developing distributed teams through periods of transformation.
• Exceptional communication skills with the ability to influence team members and constructively disagree with senior leaders and operators when necessary.
• Comfortable operating in a high-visibility role with frequent executive interaction and scrutiny.

Work Conditions

• Fully remote role with some travel as needed
• Repetitive hand and wrist motion use of computers and other similar office equipment

Benefits

We are proud to offer a robust benefits package to our Team Members including:

• Competitive salary
• Medical dental and vision insurance with multiple plan options
• Short- and Long-Term Disability
• Employer-paid Life Insurance with buy-up options
• Accident Care
• Hospital Indemnity
• Critical Illness
• 401(k) with Employer Match
• Generous Paid Time Off (PTO)
• Paid Holidays
• Team Member Recognition & Reward Programs

Core Values

At GarageCo. we base our actions on the following core values and request the same from all Team Members:

• Teamwork we operate as a team and succeed together.
• Grit we have the courage strength and character to persevere.
• Sincerity we are transparent and trustworthy.
• Development we strive for continuous improvement both professionally and personally

We are an (EOE) Equal Opportunity Employer.