Senior Director, HVAC Enterprise Call Center Operations

Position Overview

The Senior Director, Enterprise Call Center Operations, located anywhere throughout the Midwest, is responsible for leading the performance, standardization, and continuous improvement of Heartland Home Service's customer contact center operations across all brands and markets. Reporting directly to the Chief Executive Officer, this role will drive operational consistency, establish enterprise-wide standards and accountability, and enhance the customer experience through effective leadership, data-driven decision making, and scalable processes. The Senior Director will partner closely with Regional Leadership, Operations, Marketing, Revenue Management, and Service Center leadership to ensure call center operations support company growth objectives while delivering an exceptional customer experience.

Key Responsibilities

• Lead and oversee call center operations across all Heartland brands and locations, ensuring alignment with company objectives and service standards.
• Establish and drive adoption of standardized call handling processes, booking practices, quality assurance programs, and performance expectations across the enterprise.
• Partner with regional and operational leaders to improve consistency, efficiency, and customer experience across all contact center functions.
• Develop, monitor, and report on key performance indicators, including booking rates, conversion rates, customer satisfaction, call quality, speed to answer, and other operational metrics.
• Analyze performance trends and call center data to identify opportunities for operational improvement, increased productivity, and revenue growth.
• Champion a high-quality customer experience by implementing coaching, quality assurance, and continuous improvement initiatives.
• Lead the optimization and utilization of call center technology, CRM platforms, reporting tools, and customer engagement systems.
• Build, coach, and develop a high-performing team of call center leaders, fostering accountability, engagement, and professional growth.
• Collaborate with Marketing, Revenue, Operations, and Service Center leadership to improve lead management, customer contact strategies, and business performance.
• Drive organizational effectiveness through workforce planning, process improvement, and scalable operational practices that support future growth.

Experience, Education & Skills

• Bachelor's degree in Business, Operations Management, Communications, Marketing, or a related field; equivalent experience may be considered.
• 8+ years of progressive leadership experience in call center operations, customer experience, contact center management, or related functions.
• Experience leading multi-site or geographically dispersed teams.
• Strong operational, analytical, and problem-solving skills.
• Demonstrated success implementing process improvements and driving measurable performance results.
• Experience managing KPIs, operational reporting, and performance accountability programs.
• Excellent communication, leadership, and change management skills.
• Experience in HVAC, plumbing, electrical, home services, retail services, or other high-volume customer service environments preferred.
• Experience supporting contact center transformation, standardization, or consolidation initiatives.
• Familiarity with workforce management, quality assurance, CRM, and customer engagement platforms.
• Experience partnering with sales, marketing, and operations leaders to improve customer acquisition and conversion performance.

Join us as we elevate our HVAC enterprise call center operations through innovative leadership and our unwavering commitment to customer experience excellence!

Pay: From $180,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Grand Rapids, MI 49546