Director of Shared Services – Call Center

Mom's Meals | A Purfoods Company

. Develop and execute a shared services strategy aligned with business objectives .

Posted 10/5/2026full-timeRemote • Iowa • United StatesLead💰 $137,520 - $171,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing shared services strategies, overseeing call center operations, and implementing technology solutions to enhance productivity and customer satisfaction. Proven ability to lead cross-functional teams, manage budgets, and drive organizational change while ensuring compliance with regulations and corporate policies.

Highest-signal resume keywords

Call Center Operations ManagementCRM/CTI Platform AdministrationChange Management LeadershipBudget ManagementQuality Assurance and Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process StandardizationTechnology EnablementAnalytics and ReportingAutomation ImplementationUAT and Test Scenario DesignKPI EstablishmentDefect TriageTraining CoordinationContinuous ImprovementService Model Implementation

Soft Skills

LeadershipProblem-SolvingDecision-MakingCommunicationStakeholder Management

Tools & Technologies

CRM TechnologiesCTI TechnologiesOmnichannel SolutionsAI-Enabled TechnologiesAutomation Tools

Industry Keywords

Shared ServicesCall Center TechnologiesComplianceCorporate PoliciesService Level Agreements

About the role

Key responsibilities & impact

Develop and execute a shared services strategy aligned with business objectives
Standardize processes across call center teams and lead change management initiatives
Oversee quality assurance, technology enablement, training enablement, analytics, automation, and deployment readiness
Collaborate with product, IT, data and analytics, and training leaders
Drive continuous improvement and quality initiatives to improve productivity, service consistency, and customer satisfaction
Ensure compliance with regulations, corporate policies, and SLAs
Build, develop, and mentor a high-performing shared services team
Foster collaboration and innovation across dispersed teams
Manage resource allocation and budgets for cost-efficient operations
Evaluate, design, test, and implement CRM, CTI, omnichannel, automation, and AI-enabled technologies
Lead deployment readiness activities including UAT, test scenario design, defect triage, release planning, communications, rollout support, and training coordination
Administer configurable CRM and CTI platforms; simplify workflows and build automations
Create scalable rollout and training approaches
Establish KPIs and deliver actionable reporting and analytics to senior leadership
Lead cross-functional initiatives through influence and shared objectives

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Operations Management, or a related field
10+ years’ experience in call center operations, with at least 5 years in a senior leadership role overseeing shared services
Proven track record of leading cross-functional teams and implementing centralized service models
Strong understanding of call center technologies, CRM/CTI platforms, analytics, automation, AI use cases, technology deployment practices, UAT, and quality management
Exceptional problem-solving and decision-making abilities
Demonstrated ability to translate operational pain points into technology, automation, AI, training, and quality improvement opportunities
Proficient in managing budgets and driving cost efficiency
Strong leadership and people management skills
Excellent communication and stakeholder management abilities
Adept at driving organizational change in a dynamic environment
Repetitive motions involving wrists, hands and/or fingers
Sedentary work involving prolonged sitting
Visual perception, peripheral vision, depth perception, and ability to adjust focus

Benefits

Comp & perks

PTO, holiday pay and holiday of choice
401(k) match
Life insurance
Short-term disability
Health, dental and vision insurance
Maternity/paternity leave
Health savings account (HSA)
Flex spending accounts (FSA) – health and dependent
Company-paid travel to headquarters for first 1–3 days of orientation