Senior Director Operations Shared Services

Join Our Team and Make a Difference!

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply ,we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.
Salary Range:

This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call , it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

What We Provide in Return for Your Commitment to Our Mission
We offer a vast array of benefits to help support the whole you, including:

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Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home.

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Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off.

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Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.

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Supportive Services: Just like our colleagues get injured workers the care they need when they need it, we want to do the same for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships.

JOB SUMMARY:

The Senior Director of Service Strategy is responsible for defining and guiding the strategic vision for service delivery across the organization. This role aligns business goals with customer experience design, establishes performance frameworks, and develops forward-looking roadmaps to optimize service outcomes. The role partners cross-functionally to drive strategic initiatives that enhance customer experience, operational effectiveness, and long-term scalability.

In this role, you will drive the transformation of our Contact Center service delivery model and collaborate with key stakeholders on operational change initiatives set by Executive Operations Leadership. The position reports to the Vice President of Operations.
ESSENTIAL DUTIES & RESPONSIBILITIES:

- Develop and lead the service strategy roadmap, ensuring alignment with organizational goals, client expectations, and long-term growth objectives.

- Define and own KPI frameworks and performance standards, leveraging data and insights to evaluate service effectiveness and drive continuous improvement.

- Translate customer needs and business objectives into scalable service models, experience design, and strategic initiatives that improve overall product and service performance.

- Analyze operational and customer data trends to identify opportunities for service optimization, innovation, and enhanced client experience outcomes.

- Partner with Operations Support and cross-functional leaders to ensure strategic initiatives are clearly defined, prioritized, and successfully executed.

- Serve as a strategic advisor to senior leadership on service design, customer experience, and performance improvement opportunities.

- Lead the development of forward-looking service strategies, incorporating industry trends, technology advancements, and evolving customer