General informationLocation Remote
Function Ops
Business Unit Central Operations
Full-time/Part-time Full Time
Salary Range Min - Max (USD) $116100 - $191500
Country United States
Date 01-Sep-2026
Job ID 5851
JOB SUMMARY: The Senior Director of Service Strategy is responsible for defining and guiding the strategic vision for service delivery across the organization. This role aligns business goals with customer experience design, establishes performance frameworks, and develops forward-looking roadmaps to optimize service outcomes. The role partners cross-functionally to drive strategic initiatives that enhance customer experience, operational effectiveness, and long-term scalability.
In this role, you will drive the transformation of our Contact Center service delivery model and collaborate with key stakeholders on operational change initiatives set by Executive Operations Leadership. The position reports to the Vice President of Operations.
ESSENTIAL DUTIES & RESPONSIBILITIES: - Develop and lead the service strategy roadmap, ensuring alignment with organizational goals, client expectations, and long-term growth objectives.
- Define and own KPI frameworks and performance standards, leveraging data and insights to evaluate service effectiveness and drive continuous improvement.
- Translate customer needs and business objectives into scalable service models, experience design, and strategic initiatives that improve overall product and service performance.
- Analyze operational and customer data trends to identify opportunities for service optimization, innovation, and enhanced client experience outcomes.
- Partner with Operations Support and cross-functional leaders to ensure strategic initiatives are clearly defined, prioritized, and successfully executed.
- Serve as a strategic advisor to senior leadership on service design, customer experience, and performance improvement opportunities.
- Lead the development of forward-looking service strategies, incorporating industry trends, technology advancements, and evolving customer expectations.
- Oversee key client relationships and service-level performance, ensuring alignment with service strategy and organizational objectives.
- Stakeholder management and cross-functional collaboration to drive enhancements that improve customer experience, compliance, and overall performance.
- Monitor key performance indicators, analyze data, and generate insights to evaluate performance and identify areas for improvement.
- Collaborate with department leaders to enhance client service strategies and foster a cohesive organizational approach.
- Understand the organization's underlying business processes and technologies to make recommendations that support long-term scalability and operational efficiency.
- Maintain team performance and structure through analytics and insights; partners with leadership on future planning and roadmap alignment.
- Determines needs, identifies growth areas, and analyzes improvement opportunities in alignment with overall corporate strategy.
- Develops strong relationships with internal and external partners, including vendors, advisors, and senior leadership.
- Facilitate discussions and lead cross-functional initiatives to support strategic, Operations-critical priorities.
- Other related duties as needed.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:- A bachelor's or master's degree in business or accounting from an accredited college or university is required, or an equivalent combination of education, training, and work experience.
- Applicants should have at least seven years of management experience, with a proven track record of increased responsibilities. Preferred experience includes a focus on operations, customer service, contact centers, or the digital field, with a minimum of five years leading teams.
ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:- High energy, motivated, self-starter, and applies professional concepts.
- Exhibits professionalism in dealing with others and maintains constructive working relationships.
- Must be able to accept constructive criticism; being flexible, versatile, and dependable.
- Team skills, including the ability to establish and maintain effective working relationships internally and externally.
- Deep functional knowledge in two or more of the following areas: Operations, customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support.
- Excellent communication skills, both verbal and written, for interpersonal communication and collaborative management.
- Exhibits a high degree of initiative and analytical skill to be able to handle and solve complex problems; thrives in a high-production environment.
- Viewed as an expert resource by peers and coworkers; maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise.
- Displays strong leadership qualities, decision-making abilities, and strong business judgment.
- A demonstrated commitment to high professional ethical standards and a diverse workplace.
- Excels at operating in a fast-paced, community environment.
- Excellent computer skills and proficient in Microsoft suite products, such as Excel, Word, and Outlook.
- Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.
- Ability to work both independently and in a team environment.
- Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply.
PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:- This position will be performed in the colleague's home. Work-from-home requirements include the colleague's ability to set up computer equipment within their home office. Occasional in-person team meetings may be required depending on the position.
- This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
- The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
- Travel requirements include the colleague's ability to move between work locations for client meetings and other fieldwork assignments.
- The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
- The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.
Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.
