Whisker
About Whisker
At Whisker, we’re on a mission to make life with your pets endlessly better. As the makers of Litter-Robot, Feeder-Robot, and Litterbox.com, we’re leading the pack in pet tech and pet accessories—creating smarter, cleaner, and more thoughtful solutions for pet parents everywhere.
Role Overview The Director of Contact Center Operations will lead, optimize, and innovate our global contact center strategy in a DTC and B2B (retail, distribution, wholesale) environment. This leadership role requires deep expertise in contact center operations, technical support, technology, financials, and the ability to execute large‑scale strategic initiatives across multiple regions.
What You’ll Do
Lead the strategic vision, optimization, and innovation of global contact center operations, encompassing daily management, training, quality, workforce planning, and vendor relationships.
Design and implement service strategy based on customer type and segment.
Oversee and support the execution of training and quality initiatives that strengthen team performance and close skill gaps.
Champion adherence to quality standards to obtain data that measures success and identifies areas for ongoing improvement.
Provide leadership and guidance on workforce planning processes, including capacity planning, inbound volume analysis, scheduling, shrinkage analysis, hiring schedules, and strategies to reduce unplanned disruptions.
Lead the evaluation of contract terms, SLAs, requirements, vendor transparency, and reporting for BPO partners.
Oversee the selection and management of contact center technology vendors.
Drive technology‑driven innovations to enhance automation.
Cultivate strong relationships internally and externally, horizontally and vertically to ensure maximum alignment.
Lead the expansion of contact center operations into new global markets, navigating unique challenges of different geographies.
Own and manage financial aspects of the contact center operations, including budgeting, forecasting, cost analysis, and cost‑saving strategies.
Lead social media support strategies and brand ambassador activities to maintain positive brand perception in online communities.
Leadership Responsibilities
Directly supervise department teams, following Whisker policies and applicable laws.
Perform supervisory responsibilities: interview, train, hire, plan, assign, direct work, appraise performance, address team issues, uphold safety and quality guidelines.
Requirements
10+ years of experience in contact center operations leadership, with at least 5 years in a senior management or executive role.
Proven expertise in training, quality assurance, and workforce planning within large‑scale contact centers.
Exceptional communication skills and ability to influence vertically and horizontally.
Experience selecting and managing BPOs, with strong understanding of contract negotiation, SLA management, and vendor performance.
In‑depth knowledge of CCaaS (Contact Center as a Service) solutions.
Expertise in contact center technology, ROI analysis, and vendor management.
Strong strategic thinking and ability to set and drive a clear vision for the organization.
Extensive experience managing financial metrics within a contact center environment, focusing on cost management and profitability.
Experience expanding contact center operations into global markets and understanding nuances of local labor laws and cultural differences.
Ability to drive cross‑functional collaboration and lead teams toward a unified goal.
Maintain confidentiality of proprietary information.
Ability to maintain a professional atmosphere in a fast‑paced environment with numerous interactions and interruptions.
A high degree of initiative, self‑motivation, and ability to motivate others.
Ability to establish and maintain cooperative working relationships with team members and colleagues.
Comfortable with office pets (cats, dogs).
Nice to Have
Experience with consumer electronics or consumer appliances and/or technically complex products.
Experience in the pet industry.
Experience guiding teams that interact with customers that have bought products at a higher price point.
Not required to have pets, but highly recommended.
Benefits & Purrks
Premium Medical/Dental/Vision insurance
Paid parental leave
Whisker Parents Program
1 day "pawternity" leave for new pet adoption
Pet insurance discount
401K match
Flexible spending accounts
Company‑paid short‑term disability and life insurance
Employee Assistance Program (EAP)
Generous paid time off
14 paid holidays
Top‑of‑the‑line equipment
Pet‑friendly office
Whisker products and swag
Continuing education support
On‑site gym with Peloton
Referral program
Statement of Inclusivity We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.
#J-18808-Ljbffr
Role Overview The Director of Contact Center Operations will lead, optimize, and innovate our global contact center strategy in a DTC and B2B (retail, distribution, wholesale) environment. This leadership role requires deep expertise in contact center operations, technical support, technology, financials, and the ability to execute large‑scale strategic initiatives across multiple regions.
What You’ll Do
Lead the strategic vision, optimization, and innovation of global contact center operations, encompassing daily management, training, quality, workforce planning, and vendor relationships.
Design and implement service strategy based on customer type and segment.
Oversee and support the execution of training and quality initiatives that strengthen team performance and close skill gaps.
Champion adherence to quality standards to obtain data that measures success and identifies areas for ongoing improvement.
Provide leadership and guidance on workforce planning processes, including capacity planning, inbound volume analysis, scheduling, shrinkage analysis, hiring schedules, and strategies to reduce unplanned disruptions.
Lead the evaluation of contract terms, SLAs, requirements, vendor transparency, and reporting for BPO partners.
Oversee the selection and management of contact center technology vendors.
Drive technology‑driven innovations to enhance automation.
Cultivate strong relationships internally and externally, horizontally and vertically to ensure maximum alignment.
Lead the expansion of contact center operations into new global markets, navigating unique challenges of different geographies.
Own and manage financial aspects of the contact center operations, including budgeting, forecasting, cost analysis, and cost‑saving strategies.
Lead social media support strategies and brand ambassador activities to maintain positive brand perception in online communities.
Leadership Responsibilities
Directly supervise department teams, following Whisker policies and applicable laws.
Perform supervisory responsibilities: interview, train, hire, plan, assign, direct work, appraise performance, address team issues, uphold safety and quality guidelines.
Requirements
10+ years of experience in contact center operations leadership, with at least 5 years in a senior management or executive role.
Proven expertise in training, quality assurance, and workforce planning within large‑scale contact centers.
Exceptional communication skills and ability to influence vertically and horizontally.
Experience selecting and managing BPOs, with strong understanding of contract negotiation, SLA management, and vendor performance.
In‑depth knowledge of CCaaS (Contact Center as a Service) solutions.
Expertise in contact center technology, ROI analysis, and vendor management.
Strong strategic thinking and ability to set and drive a clear vision for the organization.
Extensive experience managing financial metrics within a contact center environment, focusing on cost management and profitability.
Experience expanding contact center operations into global markets and understanding nuances of local labor laws and cultural differences.
Ability to drive cross‑functional collaboration and lead teams toward a unified goal.
Maintain confidentiality of proprietary information.
Ability to maintain a professional atmosphere in a fast‑paced environment with numerous interactions and interruptions.
A high degree of initiative, self‑motivation, and ability to motivate others.
Ability to establish and maintain cooperative working relationships with team members and colleagues.
Comfortable with office pets (cats, dogs).
Nice to Have
Experience with consumer electronics or consumer appliances and/or technically complex products.
Experience in the pet industry.
Experience guiding teams that interact with customers that have bought products at a higher price point.
Not required to have pets, but highly recommended.
Benefits & Purrks
Premium Medical/Dental/Vision insurance
Paid parental leave
Whisker Parents Program
1 day "pawternity" leave for new pet adoption
Pet insurance discount
401K match
Flexible spending accounts
Company‑paid short‑term disability and life insurance
Employee Assistance Program (EAP)
Generous paid time off
14 paid holidays
Top‑of‑the‑line equipment
Pet‑friendly office
Whisker products and swag
Continuing education support
On‑site gym with Peloton
Referral program
Statement of Inclusivity We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.
#J-18808-Ljbffr