We are seeking a strategic and visionary leader to serve as our Director of Call Centers, responsible for shaping and executing a long-term strategy that unifies and transforms our multi-site call center operations. This role combines high-level strategic planning with operational excellence, overseeing daily performance, customer satisfaction, and the integration of multiple call centers into a cohesive, high-performing unit. The ideal candidate will bring a strong background in customer and technical support leadership, P&L accountability, and a passion for delivering best-in-class service experiences for our franchise network. Why Join Us? Lead a high-impact transformation initiative that will shape the future of customer and franchisee support. Collaborate with passionate teams in a fast-paced, customer-first environment. Drive innovation and operational excellence in a role that blends strategy, leadership, and execution. Main responsibilities Strategic Planning & Development (50%) Develop and execute a comprehensive, long-term strategy for call center operations aligned with company growth and customer experience goals. Own departmental budgeting and P&L management, ensuring financial performance aligns with strategic objectives. Lead the integration of multiple call centers, standardizing processes, tools, and performance metrics. Drive top-line revenue through strategic partnerships with third-party call centers and optimization of call flows. Analyze customer data and feedback to implement actionable initiatives that protect the brand and enhance loyalty. Ensure the health and performance of all support technologies, tools, and platforms. Establish and enforce risk management procedures for customer incidents and product issues. Partner cross-functionally to advocate for customer-centric improvements across the organization. Define and monitor service level goals, KPIs, and continuous improvement metrics.

Customer Experience, Technical Support & Operational Leadership (50%) Lead and develop a high-performing team, including direct reports and support staff across multiple locations and third-party vendors. Oversee hiring, training, coaching, and mentoring programs to build a strong leadership pipeline. Foster a customer-centric culture that prioritizes empathy, responsiveness, and loyalty. Ensure execution of quality assurance programs and performance management systems. Support specialized teams including social media response, loyalty program support, billing and order-taking operations. Lead the Technical Support team responsible for assisting franchisees with system issues, platform troubleshooting, and operational technology support. Collaborate with IT and product teams to ensure franchisee-facing tools are reliable, scalable, and well-supported. Maintain nearly 24/7 operational readiness to support customers and franchisees across all channels.

Qualifications

Bachelor’s degree or higher in a related field. 10+ years of progressive leadership experience in customer service/support organization or call center operations, with experience in a strategic or transformational role. Proven experience managing global call center operations and third-party vendor relationships. Strong financial acumen with experience managing budgets and P&L statements. Experience leading technical support teams or functions, particularly in a franchise or distributed business model. Expertise in customer data analysis, reporting, and translating insights into action. Proficiency with support/CRM/contact center platforms. Excellent interpersonal, written, and verbal communication skills. Demonstrated ability to lead through influence, manage change, and solve complex problems.

Additional Information

Location: Ann Arbor, MI Hybrid Schedule with Mon-Thurs in office and Friday being flexible Benefits:

•    Paid Holidays and Vacation

•    Medical, Dental & Vision benefits that start on the first day of employment

•    No-cost mental health support for employee and dependents

•    Childcare tuition discounts

•    No-cost fitness, nutrition, and wellness programs

•    Fertility benefits

•    Adoption assistance

•    401k matching contributions

•    15% off the purchase price of stock

•    Company bonus