Director of Shared Services - Call Center

The Director of Shared Services for Call Centers will oversee and optimize centralized support functions across our Customer Care and Intake operations. This role is responsible for advancing operational excellence, standardization, technology enablement, quality performance, and scalable processes that improve efficiency and the customer experience. The ideal candidate will lead teams and cross-functional initiatives across quality assurance, technology enablement, support, reporting/analytics, automation, AI-enabled improvements, and deployment readiness. 

Remote hires will be required to travel to our headquarters in Ankeny, IA (company paid) on their first 1-3 days for orientation.

• Develop and execute a shared services strategy aligned with the organization's overall business objectives
• Identify and implement best practices to standardize processes across all call center teams
• Lead change management initiatives to transition to centralized service models, new technology capabilities, and standardized operating practices effectively
• Oversee key shared services functions, including quality assurance, technology enablement, training enablement, in-house analytics, automation, and deployment readiness 
• Collaborate with key leaders in product, IT, data & analytics and training to support shared business objectives
• Drive continuous improvement and quality initiatives that enhance productivity, reduce friction, strengthen service consistency, and improve customer satisfaction
• Ensure consistent compliance with industry regulations, corporate policies, and service-level agreements (SLAs)
• Build, develop, and mentor a high-performing shared services team
• Foster a culture of collaboration and innovation across dispersed teams
• Manage resource allocation to balance workload across departments effectively
• Lead cross functionally through influence and shared objectives
• Partner with product, IT, operations, training, analytics, and vendors to evaluate, design, test, and implement technologies that enhance call center operations, customer experience, CRM platforms, CTI, omnichannel communication systems, automation tools, and AI-enabled capabilities
• Lead business-side deployment readiness activities, including user acceptance testing (UAT), test scenario design, defect triage, release planning, stakeholder communications, rollout support, and training coordination
• Administer end-user configurable platforms including CRM, CTI, and related software; identify opportunities to simplify workflows, build automations, and embed AI-supported solutions that improve quality, efficiency, and customer outcomes
• Create scalable rollout and training approaches that promote adoption, reinforce process consistency, and prepare frontline and leadership teams for technology-enabled changes
• Establish KPIs to measure the efficiency and effectiveness of shared services 
• Deliver actionable insights to senior leadership through robust reporting and analytics
• Monitor and manage budgets, ensuring cost-efficient operations

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 10+ years’ experience in call center operations, with at least 5 years in a senior leadership role overseeing shared services
• Proven track record of leading cross-functional teams and implementing centralized service models
• Strong understanding of call center technologies, CRM/CTI platforms, analytics, automation, AI use cases, technology deployment practices, UAT, and quality management
• Exceptional problem-solving and decision-making abilities
• Demonstrated ability to translate operational pain points into technology, automation, AI, training, and quality improvement opportunities that enhance the customer experience
• Proficient in managing budgets and driving cost efficiency
• Strong leadership and people management skills
• Excellent communication and stakeholder management abilities
• Adept at driving organizational change in a dynamic environment

• Master’s degree