Director of Contact Centers

About The Role

Our client, a global leader in premium home appliances, is seeking a Head of Contact Centers, USA to lead and optimize customer service operations across multiple U.S. contact center locations. This executive leadership role is responsible for developing customer experience strategies, improving operational performance, and overseeing teams that support more than 1.5 million customer interactions annually. This highly visible leadership position partners closely with executive leadership, global customer service teams, and cross-functional departments to drive operational excellence, employee engagement, and continuous improvement across North America's customer support organization.

Essential Duties And Responsibilities

• Lead all U.S. Contact Center operations across multiple sites, ensuring exceptional customer service delivery and operational excellence.
• Oversee workforce planning, staffing strategies, and resource allocation to optimize service levels, productivity, and customer satisfaction.
• Develop and execute customer experience initiatives that improve first-call resolution, quality metrics, and customer loyalty.
• Manage department performance through KPIs, analytics, forecasting, and reporting while driving continuous operational improvements.
• Partner with global Contact Center leadership to align North American strategies, policies, and best practices.
• Lead, mentor, and develop Contact Center Managers and Supervisors through coaching, performance management, and succession planning.
• Collaborate cross-functionally with Sales, Marketing, Field Service, Quality, and other internal departments to improve customer support processes.

Qualifications

• Bachelor's degree in Business Administration or a related field required.
• 10+ years of leadership experience managing mid-to-large Contact Center operations.
• 7+ years leading large teams of managers and supervisors in a high-volume customer service environment.
• Proven experience managing multi-site contact center operations and large-scale customer support organizations.
• Strong knowledge of workforce management, resource planning, quality assurance, and customer experience best practices.
• Demonstrated success leading organizational change and implementing process improvements.
• Experience utilizing Contact Center technologies, reporting platforms, and workforce optimization software.
• Strong analytical, strategic planning, and financial management skills.
• Excellent communication, leadership, coaching, and stakeholder management abilities.
• Advanced Microsoft Office proficiency (Excel, PowerPoint, Word).
• Ability to travel domestically and internationally up to 30%.

Preferred Qualifications

• Experience leading customer service operations within consumer products, manufacturing, or home appliance industries.
• Experience partnering with global customer service organizations.
• Familiarity with Workforce Optimization (WFO) platforms and customer experience technologies.
• Experience managing multilingual or international contact center operations.