[Hiring] Director of Customer Support Operations @Bob's Discount Furniture

Role Description

The Director, Customer Support Operations leads both in-house and third-party contact center teams to deliver exceptional customer service and achieve organizational objectives. This role provides end-to-end operational oversight across contact center performance, vendor management, technology and process optimization, and team leadership. The Director uses data and customer insights to strengthen service delivery, improve key performance indicators, and build an engaged, high-performing culture.

Qualifications

• 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.

Requirements

• Lead daily operations across in-house and third-party contact centers, ensuring consistent service delivery and adherence to SLAs, KPIs, and quality standards.
• Analyze operational data, identify trends and opportunities, and translate findings into actionable recommendations for senior leadership.
• Lead strategic initiatives that improve agent productivity, Net Promoter Score, First Contact Resolution, Contacts per Order, and other key customer support metrics.
• Manage third-party contact center relationships, establish performance expectations, conduct regular reviews, and implement corrective actions when needed.
• Implement and optimize tools, technologies, and processes that strengthen customer service delivery and operational efficiency.
• Lead, coach, and develop the contact center management team while promoting accountability, engagement, and a high-performance culture.

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
• Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
• Employee Discount starting on Day 1, plus exclusive partner discounts
• And so much more!