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Contact Director Jobs (NOW HIRING)

Arden Wood

Christian Science Nurse

San Francisco, CA · On-site

$26.50 - $30/hr

Class-taught, a member of The Mother Church, and an active member of a branch church For more information, please contact Director of Christian Science Nursing Services Connie Wahl via email: cwahl ...

Arden Wood

Christian Science Nurse

San Francisco, CA · On-site

$26.50 - $30/hr

Class-taught, a member of The Mother Church, and an active member of a branch church For more information, please contact Director of Christian Science Nursing Services Connie Wahl via email: cwahl ...

APSU, Inc.

Director, Communications

Clarksville, TN · On-site

$50K/yr

For Title IX inquiries or complaints, contact: Chief of Institutional Culture & Title IX ... Director of Institutional Culture & Title VI & Title VII Coordinator, Dr. Jo Baldwin at ...

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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 & Digital Support Director

Provident Bank

Iselin, NJ • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 10 days ago

Job description

DIRECTOR, CONTACT CENTER OPERATIONS & DIGITAL SUPPORT
POSITION SUMMARY
This role leads the Bank's Contact Center and Digital Support functions, with responsibility for service delivery, employee performance, operational effectiveness, customer satisfaction, and regulatory compliance across retail and small business banking.
The Director is accountable for building and leading a high-performing customer service organization that delivers exceptional client experiences while maintaining strong operational controls, risk management, and workforce effectiveness.
In partnership with Technology and Digital Banking teams, this role provides leadership for contact center platforms, digital support capabilities, and AI-enabled service enhancements that improve the employee and customer experience.
KEY RESPONSIBILITIES:
Contact Center Operations Leadership
  • Lead all Retail and Small Business Contact Center service delivery.
  • Oversee customer service delivery across phone, chat, messaging, and digital support channels.
  • Establish and achieve service level, abandonment, quality assurance, customer satisfaction, and first-call resolution goals.
  • Lead workforce management, scheduling, forecasting, capacity planning, and staffing strategies.
  • Monitor performance metrics and implement process improvements to enhance operational effectiveness.
  • Serve as the senior escalation point for complex customer service and operational issues.
  • Ensure consistent execution of customer support standards across all service channels.

Banking Operations & Risk Management
  • Ensure Contact Center compliance with banking regulations, internal policies, and operational controls.
  • Partner with Retail Banking, Operations, Deposit Operations, and Digital Banking teams to support customer servicing initiatives.
  • Monitor customer complaints, service quality trends, operational risk, and resolution effectiveness.
  • Maintain strong controls that support regulatory compliance and customer protection.

Customer Experience & Continuous Improvement
  • Drive initiatives that improve the customer experience and reduce customer effort.
  • Identify opportunities to streamline workflows, eliminate manual processes, and improve service delivery.
  • Improve first-contact resolution and customer satisfaction through process enhancement and employee development.
  • Utilize customer feedback and performance data to identify service improvements.

Team Leadership & Development
  • Lead, coach, and develop managers and team members.
  • Establish performance expectations and accountability measures.
  • Foster a culture focused on customer service excellence, employee engagement, collaboration, and continuous learning.
  • Drive employee development, retention, and succession planning initiatives.
  • Promote an employee experience that supports high performance and customer-centric behaviors.

Digital Support & Contact Center Technology
  • Provide business leadership and strategic direction for contact center technology platforms and capabilities.
  • Partner with IT and external vendors regarding platform stability, enhancements, and future capabilities.
  • Ensure contact center technology supports customer service objectives, employee productivity, and business growth.
  • Advocate for Digital Banking customers and ensure timely resolution of technology-related service issues.

AI Enablement & Innovation
  • Evaluate and implement AI-enabled solutions that improve customer service, employee effectiveness, and operational efficiency.
  • Identify opportunities for automation, virtual assistants, agent copilots, and self-service enhancements.
  • Ensure appropriate governance, quality control, risk management, and compliance oversight of AI-enabled capabilities.
  • Monitor outcomes and continuously optimize AI-assisted service delivery.

SKILLS & QUALIFICATIONS:
  • 15+ years of progressive leadership experience within a retail banking or financial services contact center environment.
  • Minimum 10 years of management experience leading customer service or contact center teams.
  • Demonstrated experience leading consumer banking contact center operations.
  • Experience supporting deposit products, online banking, debit cards, branch support, customer servicing, and issue resolution activities.
  • Proven success managing large-scale contact center operations, including workforce management, quality assurance, service delivery, and operational performance metrics.
  • Strong understanding of banking operations, customer servicing, risk management, and regulatory compliance requirements.
  • Experience utilizing contact center technologies and digital service channels, including chat, messaging, and self-service capabilities.
  • Strong communication, leadership, and relationship management skills.
  • Excellent analytical, problem-solving, and decision-making abilities.
  • Experience managing budgets and achieving operational and financial objectives.
  • Ability to lead effectively in a fast-paced and evolving environment.
  • Demonstrated commitment to employee engagement and customer service excellence.
  • Act with empathy and care for employees and customers.

Preferred Qualifications
  • Experience leading a retail banking contact center supporting consumer and small business clients.
  • Experience managing workforce management and quality assurance functions.
  • Experience implementing technology and AI-enabled customer service solutions.
  • Experience leading large, multi-level contact center organizations.

EDUCATION
  • Bachelor's Degree or equivalent experience required.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
WORKING CONDITIONS:
  • Prolonged sitting
  • Lifting from 5 to 10 lbs (printer paper, storage boxes)
  • Occasional bending or overhead lifting (storing files or boxes)

Work is performed in a normal office environment. Noise levels are usually moderate.
May also involve travel to customers and property locations.
HAZARDS:
The hazards are mainly those present in a normal office setting and those present in commuting by car. Occasionally, they may be exposed to those conditions present in public forums and meeting places.
This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.
Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
Pay Details:
$123,900 - $177,000 / annually
Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs.
This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.
Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank's Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.
About Provident Bank
For more than 180 years, Provident Bank has served individuals, families, and businesses in our local communities with personal and business banking services.
Volunteering is a Way of Life
Our brand promise - "Commitment you can count on" - supports the investments we make in the community and donations made by our employees. It's a promise also reflected in the volunteerism of our employees, who lend time and talent and countless hours to assist hundreds of organizations and thousands of people and animals each year.
Why do we love it?
  1. We get to volunteer in areas that are meaningful to the bank and impactful in the community.
  2. Through generous contributions, we have raised over $912,000 in 2022. No item or donation is too small; we find a home for it all.

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