Call Center Director

Overview

The Director of Call Center Operations will own the end-to-end strategy performance and evolution of Storables Marketplace contact center. This is a senior leadership role responsible for maximizing revenue efficiency and customer experience across a BPO-operated B2C contact center that serves as a critical growth engine for the Marketplace business.

This leader will ensure Storable is partnered with the right BPOs operating with the right technology stack and using the right performance frameworks to scale revenue predictably. The Director will operate at a strategic levelsetting vision defining success metrics and holding partners accountablewhile empowering internal leaders and BPO teams to execute.

The ideal candidate brings deep experience running revenue-generating contact centers with BPO partners is highly data-driven and has a forward-looking mindset around AI automation and the future of voice-based customer engagement. This role will report to the GM of Marketplace and serve as the primary executive owner of contact center performance.

Key Responsibilities

• Own the Marketplace contact center strategy and performance end-to-end including revenue conversion cost efficiency and customer experience
• Evaluate select and manage BPO partners to ensure strong operational execution and long-term scalability
• Define and evolve the contact center operating model across people process and technology
• Establish clear KPIs performance targets and governance models for internal teams and external partners
• Lead executive-level performance reviews forecasting discussions and strategic planning for the contact center
• Partner closely with Marketplace leadership Product Revenue and Analytics to optimize the consumer funnel and monetization strategy
• Drive the roadmap for contact center technology including CRM telephony analytics QA and AI-enabled solutions
• Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency scale and customer experience
• Ensure strong financial discipline through capacity planning budgeting and ROI analysis
• Build mentor and develop internal leadership to support execution while maintaining strategic focus

Required Competencies

• Senior leadership experience owning a revenue-generating B2C contact center function
• Deep experience working with and scaling BPO-operated contact centers
• Proven ability to drive performance through data analytics and structured operating rhythms
• Strong business acumen with experience balancing growth efficiency and customer experience
• Executive-level communication skills with the ability to influence across senior leadership teams
• Experience selecting implementing and optimizing contact center technologies
• Ability to operate under broad direction while setting vision and driving outcomes

Preferred Competencies

• Direct experience launching or managing AI voice agents or advanced contact center automation
• Experience in Marketplace e-commerce or transactional consumer environments
• Background working with nearshore or offshore contact centers in Latin America
• Experience scaling contact center operations during periods of rapid growth or transformation
• Familiarity with M&A or post-acquisition integration of contact center operations

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable is a fully distributed company but is currently only registered for employment in certain states. To be eligible for employment you must reside in the following states: AL AZ CA CO CT FL GA ID IL IN IA KS LA MD MA MI MN MO MS NC NE NJ NV NY OH OK OR PA SC TN TX UT VA WA WI WY.

About Us:

At Storable were redefining property management for specialty real estate. Tailored for the self-storage marine and RV & camping industries we seamlessly integrate management software with marketplace listings websites CRM insurance payments and more. Dedicated to empowering owners and operators Storable helps you win more every day. Explore our platform solutions at

At the heart of Storable is our Win More culture which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow we are embracing an AI-forward approach by thoughtfully integrating intelligent automation advanced analytics and data-driven insights into our platform and operations to help our customers and teams operate smarter move faster and win more than ever before.

Benefits and Perks:

• Generous health coverage for you and your family including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days 100% vested after 1 year.
• Employer contribution to your HSA plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you so we have a take what you need vacation policy.
• Be More company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes travel overseas and redo their back patio among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest Relax Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents including counseling services stress management programs and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
• Pawternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members if needed.
• $50 monthly home data stipend plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.
• Direct Student Loan Payment Program some qualifications and eligibility rules apply.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities please consider the following:

- Official Communication: All genuine communication from Storable will come from official email addresses ending in @. Be cautious of any communication that doesnt match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives its a red flag.
- Verification: If youre uncertain about the legitimacy of any job offer or communication claiming to be from Storable please contact our HR department directly at for verification.

Your security and trust are paramount to us. If you suspect youve been contacted by someone falsely claiming to be from Storable or using our companys name for any dubious purpose please immediately report the incident to