{"id":3777167,"url":"https://alion.io/job/one-call-senior-director-operations-support","title":"Senior Director Operations Support","company":{"id":1794175,"name":"One Call","domain":"onecallcm.com","url":"https://alion.io/company/onecallcm","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":116100,"max":191500,"currency":"USD","period":"year","gross":null,"usd_annual":191500},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-11-04T18:58:24Z","employer_posted_date":null,"last_verified_at":"2026-11-04T18:58:24Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"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.\nSalary 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.\nWhat We Provide in Return for Your Commitment to Our Mission\nWe offer a vast array of benefits to help support the whole you, including:\n\nRemote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home.\n\nGenerous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off.\n\nComprehensive 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.\n\nSupportive 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.\n\nJOB 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.\nIn 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.\nESSENTIAL DUTIES & RESPONSIBILITIES:\nLead the execution and implementation of operational strategies and initiatives that support service delivery and organizational objectives.\n\nDrive process standardization and workflow optimization across teams to improve efficiency, consistency, and scalability.\n\nOversee tools, systems, and platforms that support operational performance, ensuring alignment with business needs and service delivery goals.\n\nPartner with Service Strategy and cross-functional leaders to translate strategic initiatives into actionable plans and ensure successful execution.\n\nIdentify and implement automation opportunities, including workflow routing, complaint intake, and operational process improvements to enhance efficiency.\n\nMonitor operational performance and support teams in achieving established KPIs, service levels, and customer satisfaction targets.\n\nUtilize technology, analytics, and reporting tools to reduce manual processes and improve operational productivity.\n\nSupport the execution of contact center transformation initiatives through process improvements, system enhancements, and scalable solutions.\n\nOversee the resolution of escalated operational issues and ensure consistent, timely communication and resolution processes.\n\nCollaborate with department leaders to enhance operational processes and support alignment across teams.\n\nUnderstand the organization’s underlying business processes and technologies to recommend improvements that drive efficiency and reduce costs.\n\nWork with program and project leadership to implement processes and technologies that improve operational effectiveness and deliver business value.\n\nDevelop and maintain workflow rules and operational procedures that support consistency and scalability.\n\nMaintain operational team performance and structure through analytics, processes, and tools; supports ongoing efficiency and productivity improvements.\n\nDetermines operational needs, identifies efficiency opportunities, and supports continuous improvement efforts aligned with corporate strategy.\n\nDevelops strong relationships with internal and external partners, including vendors and cross-functional stakeholders, to support operational execution.\n\nFacilitate discussions and lead cross-functional initiatives to support Operations-critical priorities and execution of key programs.\n\nOther related duties as needed.\n\nEDUCATIONAL AND EXPERIENCE REQUIREMENTS:\nA bachelor’s or master’s degree in business or accounting from an accredited college or university is required, or an equivalent combination of education, training, and work experience.\n\nApplicants should have at least eight years of management experience, with a proven track record of increased responsibilities. Preferred experience includes a focus on operations, customer service, contact centers, or the digital field, with a minimum of five years leading teams.\n\nESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:\nHigh energy, motivated, self-starter, and applies professional concepts.\n\nExhibits professionalism in dealing with others and maintains constructive working relationships.\n\nMust be able to accept constructive criticism; being flexible, versatile, and dependable.\n\nTeam skills, including the ability to establish and maintain effective working relationships internally and externally.\n\nDeep functional knowledge in two or more of the following areas: Operations, customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support.\n\nExcellent communication skills, both verbal and written, for interpersonal communication and collaborative management.\n\nExhibits a high degree of initiative and analytical skill to be able to handle and solve complex problems; thrives in a high-production environment.\n\nViewed as an expert resource by peers and coworkers; maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise.\n\nDisplays strong leadership qualities, decision-making abilities, and strong business judgment.\n\nA demonstrated commitment to high professional ethical standards and a diverse workplace.\n\nExcels at operating in a fast-paced, community environment.\n\nExcellent computer skills and proficient in Microsoft suite products, such as Excel, Word, and Outlook.\n\nAbility to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.\n\nAbility to work both independently and in a team environment.\n\nDemonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply.\n\nPHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:\n\nThis position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office. Occasional in-person team meetings may be required depending on the position.\n\nThis job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.\n\nThe colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.\n\nTravel requirements include the colleague’s ability to move between work locations for client meetings and other fieldwork assignments.\n\nThe colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.\n\nThe colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.\n\nPlease be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.\nWe are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, nationality, disability status, protected veteran status, or any other status protected by law.Originally posted on Himalayas","description_format":"text","description_chars":9408,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Home office","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Primary Care & Medical Centers","Investing Apps & Robo-Advisors"],"lifecycle":[{"event":"open","at":"2026-11-04T23:28:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":30,"reasons":["seen:5","win:early"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":191500,"is_top_pay":true},"html_url":"https://alion.io/job/one-call-senior-director-operations-support","json_url":"https://alion.io/job/one-call-senior-director-operations-support.json","meta":{"generated_at":"2026-11-10T07:59:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18546,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1794175},"rest":"https://alion.io/mcp/rest/get_company?id=1794175"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fone-call-senior-director-operations-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fone-call-senior-director-operations-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fone-call-senior-director-operations-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/one-call-senior-director-operations-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fone-call-senior-director-operations-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3777167}},{"tool":"search_jobs","arguments":{"company":"onecallcm.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3777167},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}