Director, Operations Support Center

About the role

The Director, Operations Support Center (OSC) is responsible for defining and leading the end-to-end strategy, execution, and continuous improvement of a best-in-class, 24/7 operations support function across North America. This role owns performance across service delivery, customer experience, and financial outcomes, ensuring the OSC scales efficiently while consistently meeting or exceeding customer Service Level Agreements (SLAs).

Responsibilities

• Own the vision, strategy, and execution of the Operations Support Center across North America, operating in a 24/7/365 environment
• Build and scale a high-performing OSC capable of supporting significant business growth while maintaining strong service levels and cost discipline
• Lead all aspects of call center operations, including inbound/outbound support, dispatch coordination, escalation management, and real-time service delivery
• Design and implement workforce management strategies (forecasting, scheduling, capacity planning) to ensure optimal coverage across all shifts while controlling costs
• Establish and enforce SLAs, KPIs, and performance management systems to ensure consistent, high-quality service delivery across a 24/7 operation
• Drive continuous improvement initiatives to increase speed to resolution, reduce handle times, and improve first-call resolution rates
• Partner with IT to design and implement a scalable technology platform (telephony, CRM, dispatch systems, automation tools) to enable faster response times and improved customer experience
• Develop and maintain business continuity and incident response protocols for after-hours and high-severity events
• Lead vendor and partner performance where applicable, ensuring accountability in a multi-channel support environment
• Implement data-driven decision making through reporting, QA programs, and operational analytics
• Identify and eliminate process bottlenecks, inefficiencies, and failure points across the support lifecycle
• Build and maintain strong cross-functional partnerships with Operations, Sales, Finance, IT, and Customer teams

Qualifications

• 10+ years of experience in operations, call center leadership, or service delivery roles
• 5+ years of leadership experience managing managers and scaled, multi-shift teams
• Proven experience building, leading, and optimizing 24/7 call center or support center operations
• Deep expertise in workforce management, including forecasting, scheduling, and real-time queue management
• Experience scaling operations to support significant business growth
• Experience owning or materially impacting P&L performance, including cost management and margin optimization
• Strong background in SLA-driven environments with measurable performance outcomes (e.g., response times, resolution rates, uptime)
• Experience implementing and optimizing call center technologies (ACD systems, telephony platforms, CRM, ticketing systems)
• Demonstrated success in process optimization, continuous improvement, and operational transformation
• Strong analytical capabilities with experience leveraging call center metrics and operational data to drive performance
• Exceptional leadership, communication, and stakeholder management skills