Director, Call Center Operations

Job not on LinkedIn

🔥 18 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $111.6k - $199.3k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

👻 Ghost score 0%

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Driven Brands Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1972

🚘 Automotive

💰 Post-IPO Debt on 2022-10

Automotive

Driven Brands Inc. is a leading provider of consumer and commercial automotive services, delivering a comprehensive range of car care solutions across over 5,000 brand locations. They service more than 70 million vehicles annually and offer a broad suite of services including paint, collision repair, glass replacement, oil changes, general vehicle maintenance, and car washes. The company's well-known brands include Take 5 Oil Change, Maaco, Meineke, CARSTAR, and 1-800-Radiator & A/C, among others. Driven Brands emphasizes convenience and customer satisfaction, positioning themselves as a one-stop shop for all automotive aftermarket needs. Founded with a strong heritage and a portfolio of trusted brands, Driven Brands also engages in franchise opportunities and charitable initiatives.

📋 Description

• 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

• 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

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

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