JOB DESCRIPTION:Driven Brands is looking for an enterprise-minded Director, Call Center Operations who wants to make a difference. Reporting relationship and specific organizational placement are to be determined. The role will support enterprise customer care operations across the Driven Brands portfolio.
The position is responsible for defining and executing the operating model, performance framework, workforce strategy, vendor approach, and transformation roadmap for customer care operations. This leader will establish common standards and modernize service delivery through process improvement, technology, automation, and AI, with accountability for measurable improvements in customer experience, service quality, operational efficiency, and cost-to-serve.
How you will Own It:- Develop and execute the enterprise customer care strategy, target operating model, and multi-year transformation roadmap across the Driven Brands portfolio.
- Establish clear accountability for customer experience, service quality, operational performance, workforce productivity, and financial outcomes.
- Build alignment across brand leadership and functional partners while balancing enterprise consistency with brand-specific customer needs.
- Lead, develop, and inspire a high-performing customer care organization with a culture of ownership, continuous improvement, and customer focus.
What you'll Drive:- Own end-to-end performance across internal teams, outsourced partners, and digital service channels.
- Establish a unified KPI framework, executive scorecard, and operating review cadence across all brands.
- Lead workforce planning, forecasting, capacity management, scheduling, and performance management to achieve service and productivity objectives.
- Drive continuous improvement across customer satisfaction, service levels, first-contact resolution, quality, agent productivity, and cost-to-serve.
- Translate operating data into clear insights, decisions, and action plans for senior leadership.
How you'll Make a Difference:- Define the enterprise sourcing strategy and optimize the balance of in-house, outsourced, and automated customer interactions.
- Own BPO governance, vendor performance, service-level compliance, commercial management, and partner accountability.
- Lead quarterly business reviews, performance remediation, and joint continuous improvement initiatives with third-party providers.
- Partner with Procurement, Legal, Finance, and Technology on vendor selection, contracting, renewals, and value realization.
How you'll Go the Distance:- Lead modernization of customer care through center consolidation, technology, automation, analytics, and AI-enabled service delivery.
- Own initiatives such as virtual agents, agent assist, intelligent routing, automated quality assurance, self-service, and knowledge management.
- Partner with Technology and Digital teams to define the enterprise platform strategy across CCaaS, CRM, workforce management, quality management, and related capabilities.
- Create disciplined business cases and adoption plans that deliver measurable improvements in customer outcomes, agent effectiveness, and operating cost.
- Ensure automation expands efficiently without compromising service quality, brand standards, or customer trust.
- Establish enterprise policies, standard operating procedures, quality standards, knowledge management practices, and change-control processes.
- Ensure customer care operations comply with applicable privacy, regulatory, contractual, and company requirements.
- Serve as the senior escalation point for material service, operational, customer, and vendor issues.
- Provide concise executive reporting on performance, risks, transformation progress, and realized benefits.
You're Good-to-Go if you have:- Bachelor's degree in business, operations, customer experience, or a related field.
- 10+ years of progressive leadership experience in customer care, contact center operations, customer experience, or shared services.
- Demonstrated success leading complex, multi-site, multi-brand, or enterprise service operations.
- Proven experience managing BPO partners, vendor relationships, and large-scale outsourced operations.
- Strong knowledge of workforce management, forecasting, quality management, performance analytics, and contact center economics.
- Experience leading operating-model transformation, process improvement, technology modernization, and organizational change.
- Experience with CCaaS, CRM, workforce management, quality management, and AI-enabled customer service capabilities.
- Strong analytical and financial acumen, including business-case development, budgeting, benefit tracking, and cost-to-serve management.
- Strong executive presence and communication skills, with the ability to influence senior leaders and drive alignment in a matrixed organization.
- Travel requirements: To be determined.
Added Fuel if you have:- Experience building or consolidating an enterprise customer care or shared services function.
- Familiarity with omnichannel service models spanning voice, email, chat, SMS, and digital self-service.
- Experience in a franchised, multi-unit, retail, automotive, or consumer services environment.
- Advanced degree or relevant professional certification.
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Position Location:
North Carolina
Compensation Range:
$111,600.00 - $199,300.00
Compensation Frequency:
Annual
Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com
Get early access to 50% of your earned wages at any time through our myFlexPay program.
