Director, Customer Support Operations

🔥 15 hours ago

🦌 Connecticut, New Jersey, +3 more states – Remote

🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote

💵 $115k - $140k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bob's Discount Furniture

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

🏭 Manufacturing

📦 Logistics

🛒 Retail

Manufacturing • Logistics • Retail

Bob's Discount Furniture is a retail furniture store offering a wide range of home furnishings and accessories at affordable prices. They provide an efficient shopping experience through their online platform, where customers can browse and purchase various furniture pieces. The company places a strong emphasis on customer privacy and the use of technologies to enhance website functionality and personalization. They comply with privacy laws like the CCPA and offer options for customers to manage their data preferences. Their business model includes leveraging performance and marketing technologies to improve user experience and offer relevant advertisements.

📋 Description

• Lead daily operations across in-house and third-party contact centers • Ensure consistent service delivery and adherence to SLAs, KPIs, and quality standards • Oversee customer support operations end to end across performance, vendor management, technology, and process optimization • Implement and optimize tools, technologies, and processes that strengthen customer service delivery and operational efficiency • Manage third-party contact center vendors, establish performance expectations, conduct reviews, and implement corrective actions • Analyze operational and performance data, identify trends and improvement opportunities, and provide actionable insights to senior leadership • Lead strategic process-improvement initiatives to improve agent productivity, Net Promoter Score, First Contact Resolution, Contacts per Order, and other customer support metrics • Lead, coach, and develop the contact center management team • Ensure senior leaders execute responsibilities across internal and third-party teams • Build an engaged, accountable, high-performing culture

🎯 Requirements

• Minimum of 8 years of experience in Customer Support or Contact Center Operations • Demonstrated experience leading contact center operations and management teams • Experience managing third-party contact center vendors and performance expectations • Strong ability to use operational data to identify trends, improve performance, and communicate actionable insights • Bachelor's degree in business management, technology, marketing, or a related field • Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus • Ability to manage multiple priorities, shifting business needs, and deadlines • Strong organizational skills • Detail-oriented, action-focused leadership style • Ability to balance tactical execution and broader strategic goals

🏖️ Benefits

• Competitive Medical, Dental, and Vision Insurance • Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday • 401(k) Profit Sharing Plan with a generous company match • Pet Insurance and employer-paid Life Insurance options • Tuition reimbursement • On-demand learning • Career progression pathways • Employee Discount starting on Day 1 • Exclusive partner discounts