Director of Contact Center Operations – Wisconsin

At Hire With Jarvis, we help organizations of all sizes hire the right people, in the right seats, at the right time. We’re proud to partner with a leading eCommerce and direct marketing company seeking a Director of Contact Centers to lead their nationwide remote customer service operations through an exciting period of transformation and growth.
 
Why This Role Matters
This is a high-impact leadership role where you’ll shape the future of a customer experience organization that supports millions of interactions each year. The Director of Contact Centers will lead a fully remote customer care operation, guiding a diverse team of inbound, outbound, and digital agents—both domestic and offshore—to deliver exceptional service at scale.

What You’ll Do

• Lead and optimize contact center operations for a large, remote workforce across inbound, outbound, and digital customer service channels.
• Drive customer experience strategy, leveraging data, analytics, and technology to enhance service delivery and operational efficiency.
• Coach and develop team leaders and agents, fostering a culture of growth, accountability, and collaboration.
• Oversee offshore vendor relationships, ensuring alignment with service standards, KPIs, and brand values.
• Champion employee engagement and retention, designing virtual programs that build morale and promote development.
• Collaborate cross-functionally with IT, HR, and business leaders to deliver seamless technology rollouts and process improvements.
• Manage budgets, forecasts, and workforce planning to ensure sustainable growth and cost efficiency.

What You Bring

• 5+ years of leadership experience in a contact center or customer service environment, preferably managing large or remote teams.
• Proven success leading fully remote operations with a focus on engagement, performance, and quality.
• Experience with contact center technologies and enterprise-wide system rollouts.
• Strong communication, organizational, and relationship-building skills.
• A strategic mindset paired with a hands-on leadership approach—comfortable leading through change and growth.
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience managing offshore vendor relationships and budgeting processes is preferred.
• Proficiency in Microsoft Word, Excel, and forecasting/WFM systems.

The Details
Location: Monroe, Wisconsin
Employment Type: Full-time, regular
Exciting Benefits:

• Medical, Dental, and Vision insurance
• 401(k) and company-funded pension plan
• Generous PTO and seven 4-day workweeks during summer
• Onsite healthcare and wellness programs
• Profit-sharing and employee product discounts
• Educational assistance and continuous learning opportunities

This is a rare opportunity to lead a major contact center transformation and shape a high-performing, people-first culture in a fully remote environment. You’ll have the autonomy to drive innovation, elevate customer experience, and empower teams to deliver excellence every day.
 
If you’re a strategic, people-centered leader ready to take your career to the next level, we’d love to hear from you. Reach out to Hire With Jarvis and apply today!

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