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 centre, optimize systems and workflows, and deliver measurable improvements in customer satisfaction, cost-to-serve, and retention.

MUST HAVE : DTC Ecommerce experience + Gorgias, AirCall, Shopify

This is a hands-on leadership role —ideal for a high-output operator who thrives in tech-enabled, high-volume DTC eCommerce environments with both subscription and physical product sales.

We are looking for someone with strong initiative — proactive, confident, and able to take ownership of the CS team and whole Call Center operations.

Brief details about the position

• Fully remote
• Direct hire for a US company
• This is for a consumer products company in the US
• Work schedule : 9 : 00 AM to 6 : 00 PM PST with 1 hour lunch break / 12 AM to 9 AM Philippines Time
• Employer is still determining the budget for this position; please share your asking salary (taking into