Operations Director / Manager - Customer Service & Call Center Team

Operations Director / Manager - Customer Service & Call Center Team

We’re looking for a Customer Service and Call Center Leader to take full ownership of the customer experience across a portfolio of consumer brands. This leader will manage an outsourced vendor-operated call center, optimize systems and workflows, and deliver measurable improvements in customer satisfaction, cost-to-serve, and retention.

Job Type : Full-time

Location : Fully remote, direct hire for a US company

Schedule : 8 : 00 AM to 5 : 00 PM PST with 1 hour lunch break / 12 : 00 AM to 9 : 00 AM Philippines Time

Responsibilities

• Own and oversee the full Call Center operations, ensuring high performance and customer satisfaction.
• Lead a remote team of 100+ agents, driving results in a high-volume DTC eCommerce environment.
• Manage outsourced vendors, optimizing processes, systems, and cost-to-serve metrics.
• Implement best practices and continuously improve CS workflows.
• Deliver actionable data and reports to senior leadership.

Qualifications

Benefits

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