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Contact Director Jobs (NOW HIRING)

Jacuzzi Group

Director, Contact Center

The Director of Contact Center holds total responsibility for the operations, performance, and reporting of the Jacuzzi Bath Remodel Contact Center. Working in a fast-paced, KPI-driven environment ...

Pwc

Contact Center Transformation - Director

New York, NY · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director & Summary The Opportunity As a Contact Center Transformation - Director, you will lead the charge in ...

Pwc

Contact Center Transformation - Director

Chicago, IL · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director & Summary The Opportunity As a Contact Center Transformation - Director, you will lead the charge in ...

Pwc

Contact Center Transformation - Director

Tampa, FL · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director & Summary The Opportunity As a Contact Center Transformation - Director, you will lead the charge in ...

Pwc

Contact Center Transformation - Director

Houston, TX · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director & Summary The Opportunity As a Contact Center Transformation - Director, you will lead the charge in ...

Pwc

Contact Center Transformation - Director

Seattle, WA · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director & Summary The Opportunity As a Contact Center Transformation - Director, you will lead the charge in ...

Pwc

Contact Center Transformation - Director

Denver, CO · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director & Summary The Opportunity As a Contact Center Transformation - Director, you will lead the charge in ...

Pwc

Contact Center Transformation - Director

Atlanta, GA · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director & Summary The Opportunity As a Contact Center Transformation - Director, you will lead the charge in ...

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Contact Director information

What does a Contact Director do?

A Contact Director is responsible for overseeing and managing all communication channels between a company and its clients, partners, or stakeholders. They develop and implement strategies to ensure effective customer engagement, coordinate contact center activities, and supervise teams handling customer inquiries. Their goal is to improve customer satisfaction, streamline communication processes, and maintain consistent messaging across all contact points. Contact Directors often analyze communication metrics and provide training to staff to enhance service quality.

What are the key skills and qualifications needed to thrive as a Contact Director?

To thrive as a Contact Director, you need strong leadership abilities, strategic planning skills, and a background in customer relationship management, often supported by a degree in business or communications. Familiarity with CRM platforms, analytics tools, and call center management systems is typically required. Excellent interpersonal, problem-solving, and decision-making skills help you lead teams and manage complex client interactions. These competencies are crucial for driving customer satisfaction, operational efficiency, and achieving organizational goals.

How does a Contact Director typically collaborate with other departments to improve customer experience?

A Contact Director works closely with teams such as customer service, IT, sales, and marketing to ensure seamless communication and effective resolution of customer inquiries. They often lead cross-functional meetings to align on customer service strategies, analyze feedback, and implement improvements. This collaborative approach helps identify process bottlenecks, enhance service quality, and ensure that the company's customer experience goals are met. Regular interaction with department heads is essential to drive initiatives and report on contact center performance.

What is the difference between Contact Director vs Customer Service Manager?

AspectContact DirectorCustomer Service Manager
Required CredentialsBachelor's degree, experience in communications or marketingBachelor's degree, experience in customer service or operations
Work EnvironmentCorporate offices, marketing, or communications departmentsCustomer service centers, call centers, retail or service industries
Employer & Industry UsageUsed in marketing, communications, and client relations departmentsCommon in retail, hospitality, and service industries
Search & Comparison IntentPeople comparing leadership roles in client relationsIndividuals seeking customer service management roles

The Contact Director typically oversees communication strategies and client relations at a higher strategic level, often within marketing or corporate communications. In contrast, the Customer Service Manager focuses on managing customer support teams and ensuring service quality. While both roles involve client interaction, the Contact Director's scope is broader and more strategic, whereas the Customer Service Manager is more operational and team-focused.

What cities are hiring for Contact Director jobs?

Cities with the most Contact Director job openings:

What are the most commonly searched types of Contact jobs?

The most popular types of Contact jobs are:

What states have the most Contact Director jobs?

States with the most job openings for Contact Director jobs include:

Contact Director jobs near you
Infographic showing various Contact Director job openings in the United States as of August 2026, with employment types broken down into 78% Full Time, 17% Part Time, 1% Temporary, and 4% Contract. Highlights an 79% Physical, 2% Hybrid, and 19% Remote job distribution.

Director, Contact Center

Jacuzzi Group

Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 29 days ago

Job description

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group, the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 13 successful locations launched nationwide in under 5 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers and over 70 years of proven excellence to deliver the highest standard of customer satisfaction.
The Director of Contact Center holds total responsibility for the operations, performance, and reporting of the Jacuzzi Bath Remodel Contact Center. Working in a fast-paced, KPI-driven environment, this leader will optimize contact center operations, personnel, and technology to maximize contact rate, conversion, and appointment-set performance, while building a positive culture grounded in Jacuzzi's core values. This is a multi-faceted, hands-on role requiring proven leadership, sharp analytical instincts, and a relentless focus on the metrics that drive lead-to-appointment conversion. The ideal candidate has built and scaled contact centers from the ground up and has led teams of 20-100 employees, with a demonstrated track record of improving contact rate, right-party-contact rate, speed-to-lead, and other core center KPIs.
Requirements
  • 10+ years of relevant experience, minimum of 5 in a leadership role.
  • Achieve forecasted issued appointments by location (13 active markets and growing), within budget.
  • Own and continuously improve core contact center KPIs - contact rate, right-party-contact rate, speed-to-lead, conversion rate, abandonment rate, occupancy, and cost per appointment - setting targets and driving corrective action when performance slips.
  • Recruit, hire, and train all needed positions across the department.
  • Implement and continually refine an automated, multi-touch contact cadence (call, email, and text) that maximizes contact rate and conversion from lead to sale.
  • Develop a high-performing leadership team with a positive culture built on Jacuzzi's core values.
  • Develop and oversee all department reporting, ensuring KPI dashboards are accurate, timely, and actionable.
  • Maintain an ongoing focus on evaluating and implementing the right technology (dialer, CRM, workforce management, QA) to maximize contact center performance.
  • Continually evaluate call center productivity and staffing models to maximize departmental efficiency.
  • Establish processes to distribute daily, weekly, and monthly performance analysis and updates to senior leadership.
  • Analyze all department analytics - inbound, outbound, market recovery, conversion rates, customer service, and contact rate trends - to identify root causes and opportunities.
  • Prepare reporting for the senior leadership team, including budgeting and expense tracking.
  • Continuously train and develop call center Managers, Supervisors, and Representatives within the department.
  • Advise senior management on call center and contact rate performance and make and implement recommendations for improvement.
  • Lead reward and recognition programs that reinforce key behaviors, motivate employees, and increase retention.
  • Other duties as assigned.

Core Competencies, Knowledge, Skills and Abilities
  • Be a positive and patient leader with strong coaching and mentoring skills.
  • Deep, hands-on knowledge of core contact center KPIs and the levers that move them - including contact rate, right-party-contact rate, conversion rate, average handle time, occupancy, adherence, and abandonment rate.
  • Expertise in call center software and technology.
  • Excellent organizational, leadership, and problem-solving skills.
  • Outstanding communication and interpersonal skills.
  • Strong analytical, facilitation, documentation, and communication skills.
  • Strong project planning, scoping, and management skills.
  • Strong business process analysis, design, and process-flow skills.
  • Skilled in organizational development, personnel management, budget and resource development, and strategic planning.
  • Experience with both manual and predictive dialer outbound campaign management, including list strategy, pacing, and compliance.

Compensation is based on experience; $131,000+ and bonus potential
Benefits
  • 401(k) with matching program
  • Dental insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance

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