Director, Contact Center Performance & Operations - Mars Veterinary Health

JOB TITLE:Director, Contact Center Performance & Operations - Mars Veterinary HealthLOCATION & SCHEDULE:Remote - WA, Full timeCOMPENSATION:$140,400.00 - $219,375.00As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.Why This Role Matters:The Director, Contact Center Performance & Operations leads the operational infrastructure that enables a high-performing, multi-business contact center organization. This role is responsible for the systems, processes, training, workforce management, quality, analytics, and operational governance that support consistent, high-quality experiences for clients, pet owners, and veterinary teams across all contact center functions.The role ensures the contact center operates effectively at scale by aligning people, technology, and processes to meet evolving business and client needs. Through disciplined performance management, strong cross-functional partnership, and a focus on continuous improvement, this leader helps build the capabilities required to support a unified, future-ready model of client care.The Director, Contact Center Operations represents the contact center in cross-functional initiatives, system changes, and new implementations, ensuring operational readiness, clear communication, and successful adoption across the organization. This role also leads the Contact Center Operations team, providing direction, coaching, and prioritization to ensure projects, tools, and workflows support frontline teams in delivering confident, consistent, and compassionate service.You Will:Lead the Contact Center Operations function to ensure teams, processes, and systems consistently deliver seamless experiences for clients, pet owners, and veterinary teams.Establish operating rhythms, governance, and performance expectations that enable managers to lead effectively and teams to deliver reliably across workforce management, training, quality, technology, analytics, and support.Own end-to-end operational performance, service levels, compliance, and operational readiness, including system changes, new capabilities, and organizational transformations.Oversee training strategy and execution, including new associate onboarding, ongoing capability development, and deployment of training for new tools, processes, and workflows. Lead internal program and project management for operations, ensuring new initiatives, technology deployments, and process changes are effectively planned, tested, communicated, and adopted across teams.Translate organizational priorities into measurable goals, KPIs, and reporting frameworks that drive performance, accountability, and continuous improvement.Ensure quality assurance of Contact Center activities through monitoring, trend analysis, and interaction (call/chat transcription) reviews, implementing corrective actions and coaching frameworks as needed.Partner with cross-functional leaders to integrate systems, streamline workflows, and deliver enterprise initiatives that reduce friction and improve outcomes.Leverage data and insights to anticipate trends, optimize capacity, guide priorities, and identify efficiency opportunities across multiple centers.Build and develop a high-performing operations leadership team, fostering a culture of accountability, collaboration, and continuous learning, with strong capability-building and succession planning.Ensure processes and technology investments are scalable and adaptable, supporting evolving veterinary, client, and operational needs.Your Experience Should Include:​​Bachelor’s degree in business, operations, management, or related fields; advanced degrees (MBA, MHA) preferredCertifications in process improvement (Six Sigma, Lean), workforce management systems, or operations leadershipExperience with multi‑channel or omnichannel contact center strategiesBackground in regulated industries (healthcare, financial services, insurance)~7+ years of contact center operations leadership experience (or equivalent service operations).Demonstrated success managing and developing leaders responsible for multi‑functional operational execution.Experience leading operations for businesses with significant scale, multi‑channel support, or distributed teams. Operational Leadership: Experience managing teams responsible for workforce management, training, quality assurance, performance analytics, and operational outcomes at s