Director, Virtual Operations

This role involves managing staffing, scheduling, and capacity planning to ensure consistent, high-quality experiences for customers. Responsibilities include optimizing workflows, acting as a bridge between remote and on-site teams, and overseeing daily operations with a focus on continuous improvement. The director will lead, coach, and mentor team members, develop strategic growth plans, and oversee onboarding processes. Strategic planning involves enhancing operational efficiency, scaling the team, and maintaining high service levels. Identifying opportunities to reduce case volume through technology and automation is key. The role also includes owning Gladly management, evaluating CRM enhancements, and analyzing complex call center data to drive business initiatives. Support for growth initiatives and the creation of an AI plan for the department are also essential components.