Call Center Director

The Director of Call Center Operations at Storable will lead the strategy, performance, and evolution of the company's Marketplace contact center. This senior leadership role focuses on maximizing revenue, efficiency, and customer experience within a B2C contact center operated by Business Process Outsourcing (BPO) partners. The position reports to the General Manager of Marketplace and serves as the primary executive responsible for contact center performance.

Key responsibilities include owning the end-to-end strategy and performance of the Marketplace contact center, evaluating and managing BPO partners, defining and evolving the contact center operating model, and establishing clear KPIs and performance targets. The role also involves leading executive-level performance reviews, partnering with various departments to optimize the consumer funnel, driving the roadmap for contact center technology, and identifying opportunities to leverage AI and automation to improve efficiency and customer experience.

Required qualifications encompass senior leadership experience in managing revenue-generating B2C contact centers, deep experience with scaling BPO-operated contact centers, and a proven ability to drive performance through data and analytics. Strong business acumen, executive-level communication skills, and experience with contact center technologies are also essential. Preferred qualifications include experience with AI voice agents, marketplace or e-commerce environments, and managing nearshore or offshore contact centers.

Storable offers a competitive salary range of $140,000 to $160,000 USD, along with generous health coverage, a 401(k) match, flexible vacation policy, and various other benefits. The company emphasizes a culture of innovation and collaboration, providing opportunities for professional growth and development within a dynamic and forward-thinking environment.