Director, Customer Solutions Operations

Role Overview

As Director, Call Center Operations, you will be highly visible, dynamic, and results‑focused, leading a team of over 500 call center agents and management. You foster healthy relationships with internal partners, promote a people‑oriented culture, and drive profitability and customer‑service excellence.

Key Responsibilities

• You are the expert resource for processes and tasks associated with the Call Center, evaluating and reporting key performance metrics with confidence.
• You manage daily Call Center performance, ensuring high levels of Customer Service.
• You drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for performance and behaviors.
• You drive and motivate the team to master sales behaviors, customer service capabilities, and deep Connected Home product knowledge.
• Using data, you identify trends and insights, root...