Senior Director, Operations Analysis

Company description

A division of Publicis Groupe, Publicis Digital Experience is a network of top-tier agencies designed to develop capabilities and solutions to enable growth and provide scaled access to the digital capabilities of Publicis Groupe in service of our clients. Together, the Publicis Digital Experience portfolio endeavors to create value at the intersection of technology and experiences to connect brands and people.

Our model to transform every brand experience will help clients navigate, develop, and activate commerce in a way that will provide them with a future-proof model for modern marketing. With our unique expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity. An ever-changing landscape and the need for fluid thinking is just part of our problem-solving nature.

Which means we're untethered from any specific medium or method—we go where ideas will work best.

We are an expanding network with more than 5,000 employees, with agency brands throughout our global offices. Publicis Digital Experience brands include Razorfish, Digitas, Arc Worldwide, Saatchi Saatchi X, Plowshare, 3

Share, and the Publicis Commerce Exchange.

The Senior Director of Call Center Operations is responsible for the strategic leadership, performance, and day-to-day oversight of a high-volume contact center supporting franchised automotive dealerships. This role ensures exceptional customer experiences, efficient appointment setting, and strong dealer satisfaction while driving operational excellence, quality, compliance, and continuous improvement across inbound and outbound call programs.

• Lead and develop call center leadership and frontline management.
• Oversee inbound customer service and outbound appointment-setting operations.
• Establish staffing, workforce planning, and scheduling models.
• Drive performance culture focused on quality and productivity.

• Oversee call monitoring, quality assurance, and coaching.
• Ensure script adherence and dealer brand alignment.
• Partner with training teams on onboarding and ongoing enablement.

• Act as senior escalation point for dealers and OEM partners.
• Partner with Dealer Services and Program Management teams.
• Review performance metrics with internal and external partners.

• Ensure compliance with TCPA, FCC, Do Not Call, and privacy requirements.
• Maintain call recording, disclosures, and regulatory policies.

• Own KPIs, dashboards, and reporting.
• Use analytics to optimize scripts, workflows, and outcomes.

• 5+ years of contact center leadership experience.
• Automotive dealership or appointment-based service experience preferred.
• Strong analytical, leadership, and communication skills.

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• Work Your World Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
• Business Resource Groups that support multiple affinities and alliances

The benefits offerings listed are available to eligible U.S. based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.

We also offer medical and voluntary benefits to our freelancers and temporary employees. Voluntary benefit options include supplemental medical insurance, transportation, and parking…