Call Center Director

Storable

1d•Remote

About The Position

The Director of Call Center Operations will own the end-to-end strategy, performance, and evolution of Storable’s Marketplace contact center. This is a senior leadership role responsible for maximizing revenue, efficiency, and customer experience across a BPO-operated, B2C contact center that serves as a critical growth engine for the Marketplace business. This leader will ensure Storable is partnered with the right BPOs, operating with the right technology stack, and using the right performance frameworks to scale revenue predictably. The Director will operate at a strategic level—setting vision, defining success metrics, and holding partners accountable—while empowering internal leaders and BPO teams to execute. The ideal candidate brings deep experience running revenue-generating contact centers with BPO partners, is highly data-driven, and has a forward-looking mindset around AI, automation, and the future of voice-based customer engagement. This role will report to the GM of Marketplace and serve as the primary executive owner of contact center performance.

Requirements

Senior leadership experience owning a revenue-generating B2C contact center function
Deep experience working with and scaling BPO-operated contact centers
Proven ability to drive performance through data, analytics, and structured operating rhythms
Strong business acumen with experience balancing growth, efficiency, and customer experience
Executive-level communication skills with the ability to influence across senior leadership teams
Experience selecting, implementing, and optimizing contact center technologies
Ability to operate under broad direction while setting vision and driving outcomes

Nice To Haves

Direct experience launching or managing AI voice agents or advanced contact center automation
Experience in Marketplace, e-commerce, or transactional consumer environments
Background working with nearshore or offshore contact centers in Latin America
Experience scaling contact center operations during periods of rapid growth or transformation
Familiarity with M&A or post-acquisition integration of contact center operations

Responsibilities

Own the Marketplace contact center strategy and performance end-to-end, including revenue, conversion, cost efficiency, and customer experience
Evaluate, select, and manage BPO partners to ensure strong operational execution and long-term scalability
Define and evolve the contact center operating model across people, process, and technology
Establish clear KPIs, performance targets, and governance models for internal teams and external partners
Lead executive-level performance reviews, forecasting discussions, and strategic planning for the contact center
Partner closely with Marketplace leadership, Product, Revenue, and Analytics to optimize the consumer funnel and monetization strategy
Drive the roadmap for contact center technology, including CRM, telephony, analytics, QA, and AI-enabled solutions
Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency, scale, and customer experience
Ensure strong financial discipline through capacity planning, budgeting, and ROI analysis
Build, mentor, and develop internal leadership to support execution while maintaining strategic focus

Benefits

Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
401(k) match after 60 days, 100% vested after 1 year.
Employer contribution to your HSA, plus an HRA to help offset your deductible.
Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
8 hours of Rest, Relax, Recharge time to care for your mental health.
Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
$50 monthly home data stipend, plus a home office sign-on bonus of $250.
Fertility care support options to help in your journey towards parenthood.
Access to financial experts to help you make informed decisions and achieve your financial goals.
Direct Student Loan Payment Program, some qualifications and eligibility rules apply.