Senior Director Operations Support

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:

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

-
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.

-
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.

-
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 Operations Support is responsible for executing and scaling operational processes, systems, and infrastructure that enable consistent and efficient service delivery. This role focuses on process standardization, workflow optimization, and the implementation of tools and technologies that support business operations and customer outcomes.

In this role, you will operationalize and support the transformation of our Contact Center service delivery model by implementing scalable solutions, improving efficiency, and ensuring alignment with strategic objectives. The position reports to the Vice President of Operations.
ESSENTIAL DUTIES & RESPONSIBILITIES:

- Lead the execution and implementation of operational strategies and initiatives that support service delivery and organizational objectives.

- Drive process standardization and workflow optimization across teams to improve efficiency, consistency, and scalability.

- Oversee tools, systems, and platforms that support operational performance, ensuring alignment with business needs and service delivery goals.

- Partner with Service Strategy and cross-functional leaders to translate strategic initiatives into actionable plans and ensure successful execution.

- Identify and implement automation opportunities, including workflow routing, complaint intake, and operational process improvements to enhance efficiency.

- Monitor operational performance and support teams in achieving established KPIs, service levels, and customer satisfaction targets.

- Utilize technology, analytics, and reporting tools to reduce manual processes and improve operational productivity.

- Support the execution of contact center transformation initiatives through process improvements, system enhancements, and scalable solutions.

- Oversee the resolution of escalated ope