Director of Shared Services - Call Center

The Director of Shared Services for Call Centers will oversee and optimize centralized support functions across ourCustomer Care and Intake operations. This role is responsible for advancing operational excellence, standardization, technology enablement, quality performance, and scalable processes that improveefficiency 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. 

Salary Range: $137,520-171,900

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

Benefits Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.

Benefits include: -PTO, holiday pay and holiday of choice -401(k) match -Life insurance -Short-term disability -Health, dental and vision insurance -Maternity/paternity leave -Health savings account (HSA) -Flex spending accounts (FSA) – health and dependent

Position Responsibilities may include, but not limited to 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

Required Skills and Experience 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

Preferred Skills and Experience Master’s degree

Physical Requirements Repetitive motions that include the wrists, hands and/or fingers

Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods

Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus