Director jobs in United States

Explore 3,160 matching jobs.

The College Board

Director, Vendor Delivery

The College Board

Posted: 10/20/2026
ERP
Omnicom

Associate Director

Omnicom

Posted: 10/20/2026
Alignment Health

Director, CAHPS and HOS Strategy, Execution

Alignment Health

Posted: 10/20/2026
Driscoll's

Director of Food Safety Processes

Driscoll's

Posted: 10/20/2026
E-Verify Program

Director, Home Center

E-Verify Program

Posted: 10/20/2026
Achieve Life Sciences

Senior Director, Scientific Affairs – Medical Education

Achieve Life Sciences

Posted: 10/20/2026
Achieve Life Sciences

Senior Director, Field Medical

Achieve Life Sciences

Posted: 10/20/2026
Alignment Health

Senior Director, Implementation

Alignment Health

Posted: 10/20/2026
CyrusOne

Director, Power Generation

CyrusOne

Posted: 10/20/2026
Transaction Network Services (TNS)

Senior Channel Director

Transaction Network Services (TNS)

Posted: 10/20/2026
CloudCyber Security

Director, Distribution Strategy

Hotel Engine

Posted: 10/20/2026
First Quality

Energy Director

First Quality

Posted: 10/20/2026
Wells Fargo

Technology Business Services Director

Wells Fargo

Posted: 10/20/2026
Tutera Senior Living and Health Care

Director of Managed Care Contracting, Concurrent Review

Tutera Senior Living and Health Care

Posted: 10/20/2026
Shermco Industries

Director, Utility Field Services

Shermco Industries

Posted: 10/20/2026
North

Director, Channel Partner

North

Posted: 10/20/2026
DriveTime

Assistant Director – Servicing Strategy, Analytics

DriveTime

Posted: 10/20/2026
CloudPythonSQL
Omnicom

Director, Data Management

Omnicom

Posted: 10/20/2026
Montclair State University School of Communication and Media

Associate Director – Residential Education

Montclair State University School of Communication and Media

Posted: 10/20/2026
Humana

Director, Data Quality – Integrity

Humana

Posted: 10/20/2026
Oregon Department of Human Services

Deputy Director – Chief 6

Oregon Department of Human Services

Posted: 10/20/2026
The College Board

Director, Vendor Delivery

The College Board
Posted 10/20/2026full-timeRemote • United StatesLead💰 $80,000 - $125,000 per yearWebsite
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Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in contact center operations, focusing on performance metrics, service delivery strategies, and continuous improvement initiatives. Proven ability to lead cross-functional teams and optimize vendor performance while ensuring compliance with standards and policies.

Highest-signal resume keywords
Contact Center Operations ManagementPerformance Metrics OptimizationContinuous Improvement StrategiesWorkforce Management ExpertiseCoaching Frameworks Implementation

Tech Stack

Tools & technologies
ERP

About the role

Key responsibilities & impact
  • Lead and direct how educators and students engage with College Board
  • Own end-to-end delivery of SSD Tier 1 support through third-party contact center partners
  • Monitor performance metrics, real-time insights, and direct observations to drive action
  • Collaborate with CEE leaders, program stakeholders, and third-party delivery teams to improve service quality
  • Ensure vendor teams comply with standards, policies, and handling procedures
  • Track vendor SLAs, KPIs, contact volumes, call efficiency, abandonment, staffing utilization, shrinkage, and occupancy
  • Support budget alignment and manage incentive and penalty structures
  • Build and maintain quality gates, audits, and checkpoints
  • Track escalation quality and ensure accurate, complete Tier 3 handoffs
  • Interpret performance data, identify trends, diagnose issues, and make data-driven decisions
  • Implement Lean or Six Sigma improvement strategies with vendor teams
  • Identify agent-level performance outliers and implement coaching, action plans, and performance tracking
  • Use ERP systems, analytics tools, and automation platforms to optimize workflows
  • Keep vendor procedures aligned with evolving SSD policies, accommodation guidelines, and eligibility rules
  • Develop contingency plans to mitigate operational risks and protect service continuity
  • Own strategic delivery of vendor-led customer support services across call center environments
  • Manage coaching sessions, documentation, QA score reviews, business review preparation, and performance management
  • Partner with Senior Directors to implement and adjust coaching and training initiatives
  • Conduct root cause analyses and implement remedies
  • Lead and motivate vendor teams toward performance goals and continuous improvement
  • Serve as program subject-matter expert for vendor teams
  • Communicate vendor performance, escalations, and action plans to CEE leaders and program partners
  • Build strategic relationships across departments, divisions, vendors, and partner organizations
  • Drive cross-functional collaboration on customer-facing action plans
  • Implement scalable solutions to improve workflows and service delivery

Requirements

What you’ll need
  • 7+ years of progressive experience in contact center operations
  • Strong track record managing large-scale, multi-channel environments, including voice, email, chat, and self-service
  • Ability to lead and influence cross-functional and vendor teams
  • Experience optimizing SLAs, AHT, FCR, NPS, and CSAT
  • Ability to design and implement scalable service delivery strategies
  • Experience driving continuous improvement across Tier 1 and Tier 2 support models
  • Willingness and ability to experiment with and adopt AI-driven solutions
  • Ability to independently learn new tools and apply emerging industry best practices
  • Expertise in workforce management and capacity planning
  • Expertise in quality assurance and performance monitoring
  • Expertise in coaching frameworks and frontline development
  • Familiarity with Generative AI applications in contact center operations
  • Bachelor’s degree in a relevant field preferred; equivalent practical experience will also be considered
  • Ability to travel 3–4 times a year, including potential international travel to vendors abroad
  • Passion for expanding educational and career opportunities and mission-driven work
  • Curiosity and enthusiasm for emerging technologies
  • Clear and concise written and verbal communication skills
  • Learner’s mindset and commitment to growth
  • Drive for impact and excellence
  • Collaborative and empathetic approach
  • Authorization to work in the United States

Benefits

Comp & perks
  • Fully remote or hybrid work option for candidates living near College Board offices
  • Travel opportunities and business travel support, including potential international travel
  • Fair and competitive compensation
  • Location-adjusted salary
  • Comprehensive benefits package
  • Supportive team and meaningful career
  • Transparent compensation and benefits discussions throughout the hiring process

ATS Keywords

✓ Tailor your resume
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
SLA OptimizationAHT ManagementFCR ImprovementNPS TrackingCSAT EnhancementData AnalysisLean Six Sigma ImplementationPerformance MonitoringCapacity PlanningService Delivery Strategy Design
Soft Skills
LeadershipCollaborationCommunicationEmpathyCuriosity
Tools & Technologies
ERP SystemsAnalytics ToolsAutomation PlatformsGenerative AI Applications
Industry Keywords
Multi-Channel EnvironmentsVendor ManagementQuality AssuranceCustomer Support ServicesOperational Risk Mitigation