Operations Director / Manager - Customer Service & Call Center

Operations Director / Manager - Customer Service & Call Center

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.

Fully remote; direct hire for a US company; consumer products company in the US.

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

Offer : FLEXIBLE + Benefits. Please share your asking salary, send in monthly rate, 40 hours per week, in USD.

Qualifications

• MBA (Master in Business Administration) required.
• 5+ years in customer service leadership roles in eCommerce or subscription & physical products as an Operations Director.
• Experience managing outsourced call centers and remote teams of 100+ agents.
• Familiarity with eCommerce tech stacks : Gorgias, Shopify, CheckoutChamp, AirCall, Sigma.ai, etc.
• Strong initiative—proactive, confident, and able to take ownership of the CS team and full Call Center operations.

Benefits

Seniority level

Director

Employment type

Full-time

Industries

Retail

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