Call Center Director

<div class="p-rich_text_section"> <h3><strong>Overview</strong></h3> <p>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.</p> <p>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.</p> <p>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.</p> <h3><strong> Key Responsibilities</strong></h3> <ul> <li>Own the Marketplace contact center strategy and performance end-to-end, including revenue, conversion, cost efficiency, and customer experience</li> <li>Evaluate, select, and manage BPO partners to ensure strong operational execution and long-term scalability</li> <li>Define and evolve the contact center operating model across people, process, and technology</li> <li>Establish clear KPIs, performance targets, and governance models for internal teams and external partners</li> <li>Lead executive-level performance reviews, forecasting discussions, and strategic planning for the contact center</li> <li>Partner closely with Marketplace leadership, Product, Revenue, and Analytics to optimize the consumer funnel and monetization strategy</li> <li>Drive the roadmap for contact center technology, including CRM, telephony, analytics, QA, and AI-enabled solutions</li> <li>Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency, scale, and customer experience</li> <li>Ensure strong financial discipline through capacity planning, budgeting, and ROI analysis</li> <li>Build, mentor, and develop internal leadership to support execution while maintaining strategic focus</li> </ul> <p><span style="font-size: 12pt;"><strong>Required Competencies</strong></span></p> <ul> <li>Senior leadership experience owning a revenue-generating B2C contact center function</li> <li>Deep experience working with and scaling BPO-operated contact centers</li> <li>Proven ability to drive performance through data, analytics, and structured operating rhythms</li> <li>Strong business acumen with experience balancing growth, efficiency, and customer experience</li> <li>Executive-level communication skills with the ability to influence across senior leadership teams</li> <li>Experience selecting, implementing, and optimizing contact center technologies</li> <li>Ability to operate under broad direction while setting vision and driving outcomes</li> </ul> <h3><strong>Preferred Competencies</strong></h3> <ul> <li>Direct experience launching or managing AI voice agents or advanced contact center automation</li> <li>Experience in Marketplace, e-commerce, or transactional consumer environments</li> <li>Background working with nearshore or offshore contact centers in Latin America</li> <li>Experience scaling contact center operations during periods of rapid growth or transformation</li> <li>Familiarity with MA or post-acquisition integration of contact center operations</li> </ul> <p><span style="font-size: 12pt;"><strong> </strong></span></p> <p>All applicants must be currently authorized to work in the United States on a full-time basis.</p> <p><em>Storable is a fully distributed company, but is currently only registe ... (truncated, view full listing at source)