Director, Contact Center Operations

About the role
We’re looking for a Director of Contact Center Operations to lead the team that turns inbound interest into booked in-home consultations across our portfolio of home improvement brands. You’ll own the full path from first contact to a confirmed appointment: speed to lead, booking rate, confirmation and sit rates. You’ll also lead the department’s transformation into an AI-first, measurement-driven operation, including the path to a nationwide contact center.

This role partners closely with Sales, Marketing, Operations, and Technology, and reports to [title]. It is a hybrid role based in Glendale, with national travel as needed.

What you’ll do

• Own booking performance across brands, driving toward a 98%+ booking rate while delivering an experience customers rave about.
• Own speed to answer and speed to lead on every channel, plus appointment confirmation and sit rates.
• Design, document, and enforce clear call flows and processes so no lead slips through: greetings and scripts, missed-call callbacks, voicemail handling, dropped-call recovery, and follow-up cadences for undecided and lost customers.
• Build objection-handling playbooks for pricing, product lines, and other common objections, and train reps until they get to yes.
• Run a high-accountability operation with clear standards, live scorecards, and a daily, weekly, and monthly performance cadence. Coach relentlessly and recognize winners.
• Partner with and develop the existing call center leadership team, recruit strong talent, and build a bench of future leaders.
• Lead the department’s AI transformation, from strategy and change management through rollout and adoption.
• Deploy and optimize AI voice and chat agents, conversation intelligence, and automated routing so people spend their time where they make the biggest difference.
• Build automations, AI workflows, dashboards, and integrations hands-on, and partner with the Technology team on larger builds.
• Modernize operations across omnichannel communication (phone, text, email, web, social), workforce management, QA, and training.
• Ensure each brand is represented consistently and accurately on every call and message.
• Design and lead the path to a nationwide contact center that scales with the business.
• Partner with Sales, Marketing, and Operations to turn leads into appointments and appointments into happy customers.

Qualifications

• 8+ years in contact center or inside sales operations, including 4+ years leading managers and teams.
• Background in a high-accountability, conversion-focused contact center where every lead matters and follow-up discipline is non-negotiable.
• Track record of measurable gains in booking or conversion rate, speed to answer, and customer satisfaction.
• Proven experience building and documenting contact center processes and call flows from scratch.
• Hands-on experience deploying AI agents or automation in a contact center, and comfort building tools yourself (no-code, low-code, or code).
• Hands-on experience with contact center platforms, CRMs, workforce management, and conversation intelligence tools.
• Experience leading multi-brand, multi-site, or remote/distributed teams.
• Extremely measurement-driven, energetic, and positive under pressure; an accountability leader who develops people.
• Experience in home services, home improvement, or in-home appointment setting strongly preferred.
• Bilingual English/Spanish a plus.

Benefits / Perks
We believe in recognizing and rewarding our employees for a job well done. We offer growth potential for motivated individuals, competitive compensation, and a comprehensive benefits package, including:

• Medical, Dental, Vision, Life Insurance
• 401K Retirement Plan
• Paid Vacation Time
• Paid Holidays
• and More!