Director, Customer Support Operations (Remote)

Director, Customer Support Operations

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 optimization, 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.

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 optimize 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.

At Bob's, we have fun, we love what we do, and we're growing fast! As one of the leading omni-channel furniture retailers in the country with over 200 stores, we're committed to creating a workplace that values skills-based hiring, diverse perspectives, and an inclusive culture where everyone can thrive.

We know you have many choices when it comes to your career. At Bob's, we invest in your growth, well-being, and career advancement.

• Competitive Medical, Dental, and Vision Insurance
• Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday!
• 401(k) Profit Sharing Plan with a generous company match
• Pet Insurance and employer-paid Life Insurance options
• Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
• Employee Discount starting on Day 1, plus exclusive partner discounts
• And so much more!

At Bob's, we believe in fostering a positive, inclusive, and skill-driven work environment. Our core values-Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability, and Funguide everything we do. We're not just a workplace; we're a team that supports and celebrates each other!

Minimum Qualifications:

• Minimum of 8 years of experience in Customer Support or Contact Center Operations.
• Demonstrated experience leading contact center operations and management teams.
• Experience managing third-party contact center vendors and performance expectations.
• Strong ability to use operational data to identify trends, improve performance, and communicate actionable insights.
• Bachelor's degree in business management, technology, marketing, or a related field.

Diversity is a Core Value at Bob's

At Bob's Discount Furniture, we want you to feel at home. Whether you're shopping with us or a part of the Bob's team, we want you to know that you are valued, appreciated, and free to be who you are.

We are committed to creating a place as diverse as the communities we serve.

It is policy of Bob's Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities:

$115,000 - $140,000