Director of Shared Services – Call Center

Job not on LinkedIn

🔥 0 minutes ago

🌾 Iowa – Remote

🌾 Iowa – Remote

💵 $137.5k - $171.9k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

👻 Ghost score 0%

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Mom's Meals | A Purfoods Company

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Mom's Meals is a company dedicated to improving lives through better nutrition by providing medically tailored, home-delivered meals. These meals are designed to help prevent and manage chronic diseases, support recovery from hospital stays, and offer a convenient solution for busy individuals and families seeking nutritious options. By focusing on quality and care, Mom's Meals strives to make a positive impact on the health and well-being of their clients across the country.

📋 Description

• 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

• 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

• 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