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Nebraska Furniture Mart · 5 days ago

Director of Customer Service Operations

Omaha, NE

Full-time

Hybrid

Lead/Staff, Director/Executive

5+ years exp

Nebraska Furniture Mart (NFM) is a long-standing company known for its commitment to customer service and employee satisfaction. The Director of Customer Service Operations will lead enterprise customer care operations across various channels, focusing on enhancing customer experience and operational efficiency while overseeing a large distributed team.

E-CommerceManufacturing

H1B Sponsor Likely

Responsibilities

Lead leaders (managers/supervisors) and influence frontline culture across a distributed workforce

Create clarity and accountability through goal setting, performance standards, leader routines, and talent expectations

Define and execute a multi-year customer care strategy aligned to company goals, customer expectations, and brand

Design the contact center operating model (org structure, roles, channel strategy, decision rights, and routines) to be resilient through change

Own forecasting, staffing strategy, shrinkage management, scheduling, real-time performance, and capacity planning across channels

Partner with Finance/HR to align staffing plans with budget and long-range planning; ensure plans balance service level with financial stewardship

Own end-to-end quality programs (calibration, coaching, QA/QM design) and customer feedback systems (VOC, complaint themes)

Oversee escalations and formal complaints, ensuring fair, timely, and consistent resolution; partner with Legal/Compliance as needed

Own functional requirements, prioritization, and vendor management for the customer care tech stack (e.g., telephony/CCaaS, CRM/case management, knowledge, WFM, QA/QM, analytics), including direct partnerships with key providers (e.g., Cisco, Calabrio). Partner with IT/Product for implementation and technical delivery

Lead responsible adoption of AI and automation (agent assist, summarization, self-service, routing, analytics) with governance, training, and controls

Sponsor and/or lead complex, cross-functional programs using formal program management disciplines (scope, timeline, risks, dependencies, benefits realization)

Drive change management plans: stakeholder mapping, communications, leader enablement, training, adoption measurement, and reinforcement

Manage labor and non-labor budgets; optimize spend and productivity while protecting customer experience

Manage and negotiate vendor relationships and contracts including performance reviews, renewals, and SLAs

Ensure compliance with relevant policies, regulatory requirements, and data/privacy/security standards for customer interactions and recordings

Support audit readiness and incident response; ensure controls exist for customer data handling and AI/automation usage

Qualification

Contact center managementOperational change leadershipBudget managementAI implementationAnalytical skillsExecutive storytellingVendor managementCommunication skillsCross-functional collaborationMicrosoft OfficeChange managementCustomer service strategyPerformance standardsLeadership

Required

Bachelor's degree in business, Operations, Analytics, or related field (or equivalent experience)

5+ years leading leaders in a large-scale environment (150+ headcount; multi-shift and/or distributed workforce preferred)

Demonstrated success leading major operational change (technology implementations, org redesign, workflow transformation) with measurable adoption and outcomes

Strong knowledge of contact center performance management (service levels, FCR, AHT, QA/QM, staffing/WFM, cost metrics) and executive reporting

Experience managing budgets and influencing cross-functional stakeholders at senior levels

Strong analytical, communication, and executive storytelling skills

Work location: on-site/hybrid/remote eligibility depends on business need; travel between sites may be required

Valid driver's license and ongoing acceptable driving record

Computer knowledge to include Microsoft Office Applications

Ability to work nights, weekends and/or early morning hours based on business needs

Pre-employment screening includes, but is not limited to, a criminal background check

Preferred

MBA or advanced degree

Certifications: PMP, Agile/Scrum, Lean/Six Sigma, COPC, ICMI/HDI, or similar

Experience implementing AI-enabled customer service capabilities and establishing responsible AI governance (privacy, bias, monitoring)

Retail, omnichannel, or high-volume consumer operations background; seasonal/surge planning experience

Experience managing third-party partners and hybrid labor models

Benefits

Same day pay - access to your earned pay on-demand, when you need it the most

Competitive pay - generous annual increases up to 7%

Inclusive culture – Because everyone who works or shops at NFM should feel right at home

Health, dental, vision, life Insurance, short and long term disability

Paid holidays (upon hire) and paid time off (after 90 days)

Staff discount on merchandise (Collectively, NFM staff have saved almost $2 million on purchases in the last 12 months)

Virtual and in-person career development opportunities at all levels

Paid community volunteer opportunities

Tuition Reimbursement

You’ll start saving for your retirement immediately in NFM’s 401(k) and you’re eligible for company match after one year. NFM’s 401(k) also offers Berkshire Stock as an investment option

Company

Nebraska Furniture Mart

Glassdoor3.5

Nebraska Furniture Mart is a company which manufactures furniture

Founded in 1937

Omaha, Nebraska, USA

1001-5000 employees

http://www.nfm.com

H1B Sponsorship

Nebraska Furniture Mart has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (14)

2024 (30)

2023 (16)

2022 (29)

2021 (16)

2020 (11)