Director, Call Center Operations at Driven Brands

Job description

Company:Driven Brands Driven Brands is North America's largest automotive services company with a portfolio of iconic brands including Take 5 Oil Change®, Meineke Car Care Centers®, Maaco®, 1-800-Radiator & A/C®, Auto Glass Now®, and CARSTAR®. Our vision is to fuel the pursuit with the simplest, most convenient, and most reliable car care experience. Headquartered in Charlotte, NC, Driven Brands is more than a workplace. We're a launchpad — for careers, for dreams, and for people driven to do great things. Every day, we fuel the pursuit — for our customers chasing life's moments, for our franchisees building lasting legacies, and for each other as we grow, lead, and succeed together. Performance matters. We take pride in it. We own it. We show up for one another and for our communities. Because at Driven Brands, we're not just fixing cars. We're building futures, unlocking potential, and fueling what's possible — together. JOB DESCRIPTION: Driven Brands is looking for an enterprise-minded Director, Call Center Operations who wants to make a difference. Reporting relationship and specific organizational placement are to be determined. The role will support enterprise customer care operations across the Driven Brands portfolio. The position is responsible for defining and executing the operating model, performance framework, workforce strategy, vendor approach, and transformation roadmap for customer care operations. This leader will establish common standards and modernize service delivery through process improvement, technology, automation, and AI, with accountability for measurable improvements in customer experience, service quality, operational efficiency, and cost-to-serve. How you will Own It: Develop and execute the enterprise customer care strategy, target operating model, and multi-year transformation roadmap across the Driven Brands portfolio. Establish clear accountability for customer experience, service quality, operational performance, workforce productivity, and financial outcomes. Build alignment across brand leadership and functional partners while balancing enterprise consistency with brand-specific customer needs. Lead, develop, and inspire a high-performing customer care organization with a culture of ownership, continuous improvement, and customer focus. What you’ll Drive: Own end-to-end performance across internal teams, outsourced partners, and digital service channels. Establish a unified KPI framework, executive scorecard, and operating review cadence across all brands. Lead workforce planning, forecasting, capacity management, scheduling, and performance management to achieve service and productivity objectives. Drive continuous improvement across customer satisfaction, service levels, first-contact resolution, quality, agent productivity, and cost-to-serve. Translate operating data into clear insights, decisions, and action plans for senior leadership. How you’ll Make a Difference: Define the enterprise sourcing strategy and optimize the balance of in-house, outsourced, and automated customer interactions. Own BPO governance, vendor performance, service-level compliance, commercial management, and partner accountability. Lead quarterly business reviews, performance remediation, and joint continuous improvement initiatives with third-party providers. Partner with Procurement, Legal, Finance, and Technology on vendor selection, contracting, renewals, and value realization. How you’ll Go the Distance: Lead modernization of customer care through center consolidation, technology, automation, analytics, and AI-enabled service delivery. Own initiatives such as virtual agents, agent assist, intelligent routing, automated quality assurance, self-service, and knowledge management. Partner with Technology and Digital teams to define the enterprise platform strategy across CCaaS, CRM, workforce management, quality management, and related capabilities. Create disciplined business cases and adoption plans that deli