Director, Customer Support Operations; Remote

Job Overview

The Director, Customer Support Operations leads both in-house and third-party contact center teams to deliver exceptional customer service and achieve organizational objectives. This role provides end-to-end operational oversight across contact center performance, vendor management, technology and process optimisation, and team leadership. The Director uses data and customer insights to strengthen service delivery, improve key performance indicators, and build an engaged, high‑performing culture.

The Director, Customer Support Operations leads both in-house and third-party contact center teams to deliver exceptional customer service and achieve organizational objectives. This role provides end-to-end operational oversight across contact center performance, vendor management, technology and process optimisation, and team leadership. The Director uses data and customer insights to strengthen service delivery, improve key performance indicators, and build an engaged, high‑performing culture.

At Bob’s Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by a combination of technical expertise, problem‑solving abilities, behavioural and leadership skills, and customer focus. If you thrive in a dynamic environment and enjoy leveraging your skills to make an impact, this is the perfect opportunity for you!

To excel in this role, you will need to demonstrate strengths in the following skill areas:

• Contact Center Operations Leadership:
  Lead daily operations across in‑house and third‑party contact centers, ensuring consistent service delivery and adherence to SLAs, KPIs, and quality standards.
• Performance Management & Analytics:
  Analyze operational data, identify trends and opportunities, and translate findings into actionable recommendations for senior leadership.
• Process Improvement:
  Lead strategic initiatives that improve agent productivity, Net Promoter Score, First Contact Resolution, Contacts per Order, and other key customer support metrics.
• Vendor Management:
  Manage third‑party contact center relationships, establish performance expectations, conduct regular reviews, and implement corrective actions when needed.
• Technology & Tools:
  Implement and optimise tools, technologies, and processes that strengthen customer service delivery and operational efficiency.
• People Leadership:
  Lead, coach, and develop the contact center management team while promoting accountability, engagement, and a high‑performance culture.

• Strong focus on team engagement and agent experience.
• Customer‑first mindset with a commitment to delivering a world‑class and enjoyable customer experience.
• Digital‑first approach with strong comfort and enthusiasm for modern technologies.
• Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
• Strong organisational skills with the ability to manage multiple priorities, shifting business needs, and deadlines.
• Detail‑oriented, action‑focused leadership style with the ability to balance tactical execution and broader strategic goals.

• Oversee daily operations for both in‑house and third‑party contact centres.
• Ensure adherence to service‑level agreements, key performance indicators, and quality standards across customer support operations.
• Implement and manage tools, technologies, and processes that optimise customer service delivery.
• Manage third‑party contact centre vendors and ensure alignment with organisational standards and performance expectations.
• Conduct regular vendor and operational performance reviews and implement corrective actions when needed.
• Analyze…