Director, Call Center Operations

Driven Brands Inc.

. Develop and execute the enterprise customer care strategy, target operating model, and multi-year transformation roadmap across the Driven Brands portfolio .

Posted 11/2/2026full-timeRemote • North Carolina • United StatesLead💰 $111,600 - $199,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer care strategies, optimizing operational performance, and leading high-performing teams. Proficient in managing vendor relationships, implementing technology solutions, and driving continuous improvement in customer experience and service quality.

Highest-signal resume keywords

Customer Care Strategy DevelopmentBPO ManagementWorkforce ManagementPerformance AnalyticsCCaaS and CRM Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceContact Center OperationsProcess ImprovementTechnology ModernizationBudgetingBenefit TrackingKPI Framework DevelopmentChange-Control ProcessesQuality ManagementForecasting

Soft Skills

Executive PresenceCommunication SkillsInfluencing Senior LeadersTeam LeadershipCollaboration

Tools & Technologies

CCaaSCRMWorkforce Management SoftwareQuality Management ToolsAI-Enabled Service Delivery

Industry Keywords

Customer SatisfactionOperational PerformanceService QualityVendor PerformanceRegulatory Compliance

About the role

Key responsibilities & impact

Develop and execute the enterprise customer care strategy, target operating model, and multi-year transformation roadmap across the Driven Brands portfolio
Establish accountability for customer experience, service quality, operational performance, workforce productivity, and financial outcomes
Build alignment across brand leadership and functional partners while balancing enterprise consistency with brand-specific customer needs
Lead, develop, and inspire a high-performing customer care organization
Own end-to-end performance across internal teams, outsourced partners, and digital service channels
Establish a unified KPI framework, executive scorecard, and operating review cadence across all brands
Lead workforce planning, forecasting, capacity management, scheduling, and performance management
Drive continuous improvement across customer satisfaction, service levels, first-contact resolution, quality, agent productivity, and cost-to-serve
Translate operating data into insights, decisions, and action plans for senior leadership
Define enterprise sourcing strategy and optimize in-house, outsourced, and automated customer interactions
Own BPO governance, vendor performance, service-level compliance, commercial management, and partner accountability
Lead quarterly business reviews, performance remediation, and continuous improvement initiatives with third-party providers
Partner with Procurement, Legal, Finance, and Technology on vendor selection, contracting, renewals, and value realization
Lead modernization through center consolidation, technology, automation, analytics, and AI-enabled service delivery
Own initiatives including virtual agents, agent assist, intelligent routing, automated quality assurance, self-service, and knowledge management
Partner with Technology and Digital teams on enterprise platform strategy across CCaaS, CRM, workforce management, and quality management
Create business cases and adoption plans delivering measurable improvements in customer outcomes, agent effectiveness, and operating cost
Establish enterprise policies, standard operating procedures, quality standards, knowledge management practices, and change-control processes
Ensure compliance with applicable privacy, regulatory, contractual, and company requirements
Serve as senior escalation point for material service, operational, customer, and vendor issues
Provide executive reporting on performance, risks, transformation progress, and realized benefits

Requirements

What you’ll need

Bachelor's degree in business, operations, customer experience, or a related field
10+ years of progressive leadership experience in customer care, contact center operations, customer experience, or shared services
Demonstrated success leading complex, multi-site, multi-brand, or enterprise service operations
Proven experience managing BPO partners, vendor relationships, and large-scale outsourced operations
Strong knowledge of workforce management, forecasting, quality management, performance analytics, and contact center economics
Experience leading operating-model transformation, process improvement, technology modernization, and organizational change
Experience with CCaaS, CRM, workforce management, quality management, and AI-enabled customer service capabilities
Strong analytical and financial acumen, including business-case development, budgeting, benefit tracking, and cost-to-serve management
Strong executive presence and communication skills, with the ability to influence senior leaders and drive alignment in a matrixed organization
Travel requirements: To be determined

Benefits

Comp & perks

Health and wellness benefits
Paid time off
Holiday pay
Early access to 50% of earned wages through myFlexPay