Director of Contact Center Operations & Customer Experience

Overview

The Director of Customer Engagement & Support is a strategic and transformational leader responsible for shaping and advancing the customer experience for DAR PRO Solutions. This role oversees the strategy, operations, and continuous improvement of a 50-seat customer engagement center serving more than 190,000 customer locations.

The Director will modernize the customer support function by implementing data-driven processes, leveraging technology, and optimizing team performance. This leader will guide managers and frontline teams while driving initiatives that enhance customer satisfaction, improve operational efficiency, and strengthen employee engagement. The role works cross-functionally with Sales, Marketing, Operations, Logistics, and other business leaders to ensure a seamless and consistent customer experience.

Key Responsibilities

• Provide leadership, mentorship, and professional development to the Customer Engagement Center management team, fostering a culture of accountability, collaboration, and continuous improvement.
• Design and implement comprehensive agent training and quality assurance (QA) programs to ensure consistent, high-quality service delivery.
• Monitor workforce engagement metrics and identify drivers of agent burnout and attrition, implementing initiatives to improve morale, retention, and overall performance.
• Build a high-performing team environment focused on customer success and operational excellence.
• Establish departmental goals and KPIs aligned with executive leadership and cross-functional partners including Sales, Marketing, Operations, and Logistics.
• Develop and execute a strategic roadmap to modernize the contact center through automation, digital self-service capabilities, and AI-enabled technologies.
• Utilize data analytics, customer feedback, and quality assurance insights to identify service trends and implement proactive improvements to enhance customer satisfaction and reduce churn.
• Oversee the Used Cooking Oil Indoor Equipment Support Program, ensuring effective coordination between Sales, Innovation, and installer network.
• Ensure operational efficiency by continuously evaluating and improving processes, workflows, and service delivery models.

Technology & Systems

• Lead the optimization and integration of CRM platforms (e.g., Salesforce) with the organization’s Contact Center as a Service (CCaaS) so the contact center delivers holistic capabilities.
• Manage relationships with technology vendors and service providers, ensuring solutions meet business needs and deliver strong return on investment.
• Oversee technology investments and capital expenditures related to contact center infrastructure and digital transformation initiatives.

Qualifications

• Bachelor’s degree in Business, Operations, Communications, or a related field (or equivalent experience).
• 8+ years of leadership experience in customer engagement, contact center operations, or customer support management.
• Experience with Telephony Software.
• Experience with Oracle is a plus.
• Proven experience leading large-scale customer service or contact center teams and driving operational transformation.
• Experience implementing or optimizing CRM platforms (e.g., Salesforce) and contact center technologies (CCaaS).
• Strong analytical and data-driven decision-making skills with experience leveraging KPIs, customer insights, and operational metrics.
• Demonstrated ability to lead cross-functional initiatives and influence stakeholders across the organization.
• Exceptional leadership, communication, and change management skills.

Core Competencies

• Strategic leadership
• Customer experience optimization
• Contact center operations management
• Process improvement and automation
• Team development and engagement
• Technology integration and digital transformation

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