Call Center Director

Описание вакансии

Overview

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.

Key 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

Required Competencies

• 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

Preferred Competencies

• 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

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states:  AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments, and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-forward approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than ever before.

Benefits and Perks:

• 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.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following:

• Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
• No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
• Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com

Pay Transparency at Storable

At Storable, we believe in the power of transparency to help our employees Do More and Win More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.

Potential Pay Range

$140,000—$160,000 USD