SmileDirectClub is changing the world of orthodontics. We feel everyone deserves a beautiful smile, so we made it affordable! Join a team that is redefining an industry, and making a difference in people’s lives.

Role:

The Contact Center Manager is responsible for the day-to-day operational and technical functions of the Customer Contact Center. This position will report directly to the VP, Customer Contact Center.  This role will require a heavy emphasis on operational and technical efficiency.

Responsibilities include:

• Leadership of cross-functional team to implement new contact center platform and automation for manual tasks within the contact center

• Optimize systems to increase reporting capability, metrics, and efficiency

• Lead training efforts in the contact center

• Work with offshore contact center to ensure technology, reporting and system use is standardized and optimized

Requirements:

• 5+ years experience

• Strong process improvement skills

• Extensive experience in the day-to-day technical and operational aspects of a large contact center (Inbound, Outbound, Email, Chat and Social Media)

• Experience running remote call center locations

• Strong technical aptitude and knowledge of information technology platforms and processes related to contact center management

• Proven track record of leading projects with IT Support to implement a contact center platform from concept through implementation

• Strong background in automation of manual tasks in the contact center, with internal IT resources

• Strong leadership and communication skills

• Extensive Experience with contact center platforms (LiveOps, inContact, etc.)

• Ability to understand and interpret coding

• Open to monthly travel to Central America offshore contact center

SmileDirectClub, LLC is changing orthodontics one smile at a time. The company provides consumers with custom invisible aligners for use at home which gradually shift teeth into their desired position for a brighter, straighter smile.

We are shaking up an industry, building a fast company and crafting a culture of collaboration, experimentation, and reaching stretch goals.

We are entrepreneurs. We’re led by market disrupting executives and backed by investors, Camelot Venture Group, who have remade industries with innovative companies such as 1800 Contacts, Quicken Loans, Fathead, Songbird Hearing and The Sharper Image. We’re doing it again. This time, you can be a part of it.