Director, Contact Center Performance – Operations

Job Description:

• Lead the Contact Center Operations function to ensure teams, processes, and systems consistently deliver seamless experiences for clients, pet owners, and veterinary teams.
• Establish operating rhythms, governance, and performance expectations that enable managers to lead effectively and teams to deliver reliably across workforce management, training, quality, technology, analytics, and support.
• Own end-to-end operational performance, service levels, compliance, and operational readiness, including system changes, new capabilities, and organizational transformations.
• Oversee training strategy and execution, including new associate onboarding, ongoing capability development, and deployment of training for new tools, processes, and workflows.
• Lead internal program and project management for operations, ensuring new initiatives, technology deployments, and process changes are effectively planned, tested, communicated, and adopted across teams.
• Translate organizational priorities into measurable goals, KPIs, and reporting frameworks that drive performance, accountability, and continuous improvement.
• Ensure quality assurance of Contact Center activities through monitoring, trend analysis, and interaction (call/chat transcription) reviews, implementing corrective actions and coaching frameworks as needed.
• Partner with cross-functional leaders to integrate systems, streamline workflows, and deliver enterprise initiatives that reduce friction and improve outcomes.
• Leverage data and insights to anticipate trends, optimize capacity, guide priorities, and identify efficiency opportunities across multiple centers.
• Build and develop a high-performing operations leadership team, fostering a culture of accountability, collaboration, and continuous learning, with strong capability-building and succession planning.
• Ensure processes and technology investments are scalable and adaptable, supporting evolving veterinary, client, and operational needs.

Requirements:

• Bachelor’s degree in business, operations, management, or related fields; advanced degrees (MBA, MHA) preferred.
• Certifications in process improvement (Six Sigma, Lean), workforce management systems, or operations leadership.
• Experience with multi ‑ channel or omnichannel contact center strategies.
• Background in regulated industries (healthcare, financial services, insurance).
• ~7+ years of contact center operations leadership experience (or equivalent service operations).
• Demonstrated success managing and developing leaders responsible for multi ‑ functional operational execution.
• Experience leading operations for businesses with significant scale, multi ‑ channel support, or distributed teams.
• Operational Leadership: Experience managing teams responsible for workforce management, training, quality assurance, performance analytics, and operational outcomes at scale.
• Performance & Metrics: Strong understanding of contact center performance drivers (service levels, throughput, client satisfaction) and experience using KPIs and data to drive continuous improvement.
• Technology & Systems: Familiarity with contact center platforms (ACD/IVR, CRM, workforce management, QA tools) and experience partnering with IT for system implementation, integration, and support.
• Cross-Functional Collaboration & Change Management: Ability to partner across IT, Product, Marketing, HR/P&O, and Finance to implement enterprise initiatives and operational changes.
• Quality & Continuous Improvement: Experience designing or overseeing QA programs, analyzing trends, and using insights to improve team performance and client outcomes.
• People Leadership: Skilled in coaching, developing, and mentoring operational leaders, building high-performing teams, and driving accountability and collaboration.
• Analytical & Data-Driven: Comfortable interpreting operational data, anticipating trends, and using insights to guide decisions; experience with tools like SQL, Power BI, or Databricks.
• Compliance & Governance: Knowledge of operational controls, regulatory requirements, and escalation frameworks to ensure safe, reliable, and compliant operations.

Benefits:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Apply tot his job Apply To this Job