Director of Shared Services - Call Center

The Director of Shared Services for Call Centers will oversee and optimize centralized support functions acrossour

Customer

Careand Intakeoperations. This role is responsible foradvancingoperational excellence, standardization,technology enablement, quality performance, and scalableprocessesthat improveefficiencyandthe customer experience.

The ideal candidate will lead teamsand cross-functional initiativesacrossquality assurance, technologyenablement,support,reporting/analytics, automation, AI-enabled improvements, and deployment readiness.

Salary Range: $,900

Remote hires will be required to travel to our headquarters in Ankeny, IA (company paid) on their first 1-3 days for orientation.

Benefits

Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.

Benefits include:

• -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

Position Responsibilities may include, but not limited to

• Develop and execute a shared services strategy aligned with the organization's overall business objectives
• Identify and implement best practices to standardize processes across all call center teams
• Lead change management initiatives to transition to centralized service models, new technology capabilities, and standardized operating practices effectively
• Oversee key shared services functions, including quality assurance, technology enablement, training enablement, in-house analytics, automation, and deployment readiness
• Collaborate with key leaders inproduct, IT, data & analytics and training to support shared business objectives
• Drive continuous improvement and quality initiatives that enhance productivity, reduce friction, strengthen service consistency, and improve customer satisfaction
• Ensure consistent compliance with industry regulations, corporate policies, and service-level agreements (SLAs)
• Build, develop, and mentor a high-performing shared services team
• Foster a culture of collaboration and innovation across dispersed teams
• Manage resource allocation to balance workload across departments effectively
• Lead cross functionally through influence and shared objectives
• Partner with product, IT, operations, training, analytics, and vendors to evaluate, design, test, and implement technologies that enhance call center operations, customer experience, CRM platforms, CTI, omnichannel communication systems, automation tools, and AI-enabled capabilities
• Lead business-side deployment readiness activities, including user acceptance testing (UAT), test scenario design, defect triage, release planning, stakeholder communications, rollout support, and training coordination
• Administer end-user configurable platforms including CRM, CTI, and related software; identify opportunities to simplify workflows, build automations, and embed AI-supported solutions that improve quality, efficiency, and customer outcomes
• Create scalable rollout and training approaches that promote adoption, reinforce process consistency, and prepare frontline and leadership teams for technology-enabled changes
• Establish KPIs to measure the efficiency and effectiveness of shared services
• Deliver actionable insights to senior leadership through robust reporting and analytics
• Monitor and manage budgets, ensuring cost-efficient operations

Required Skills and Experience

• 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…