Director, Operations Support Center

Position Summary

Amerit Fleet Solutions is a leading provider of fleet maintenance and repair services across the United States. Backed by New Mountain Capital, Amerit is rapidly expanding through both acquisitions and organic growth. We deliver industry-leading service, scale, and innovation to keep America’s fleets moving.

The Director, Operations Support Center (OSC) is responsible for defining and leading the end-to-end strategy, execution, and continuous improvement of a best-in-class, 24/7 operations support function across North America. This role owns performance across service delivery, customer experience, and financial outcomes, ensuring the OSC scales efficiently while consistently meeting or exceeding customer SLAs.

This leader will build and operate a high-performance, always-on support center environment, with deep expertise in call center operations, workforce management, and real-time service delivery. The role reports directly to the Director, Vendor Services – Fleet Solutions and plays a critical role in enabling field operations, emergency response, and customer satisfaction at scale.

Compensation: Competitive Salary Pay - Paid weekly, every Friday! 

The benefits of belonging – what’s in it for you? 

• Full benefits within 30 days
• Medical, dental, vision, prescription drug coverage, life insurance, disability insurance
• 401(k) match program
• Unlimited vacation, holidays, and sick time
• Commitment to your safety through boot and prescription safety glasses reimbursement
• Career and learning development with an extensive training program through our Amerit University
• Employee referral program, up to $500 bonus
• ASE certification program with fee reimbursement and bonus
• Employee recognition platform that includes opportunities to redeem points for merchandise
• Employee Assistance Program (EAP)
• 24/7 nurse triage line
• Employee discounts on cell phone service and entertainment tickets
• Employee resource groups (ERGs) that foster inclusion

Essential Duties & Responsibilities

• Own the vision, strategy, and execution of the Operations Support Center across North America, operating in a 24/7/365 environment
• Build and scale a high-performing OSC capable of supporting significant business growth while maintaining strong service levels and cost discipline
• Lead all aspects of call center operations, including inbound/outbound support, dispatch coordination, escalation management, and real-time service delivery
• Design and implement workforce management strategies (forecasting, scheduling, capacity planning) to ensure optimal coverage across all shifts while controlling costs
• Establish and enforce SLAs, KPIs, and performance management systems to ensure consistent, high-quality service delivery across a 24/7 operation
• Drive continuous improvement initiatives to increase speed to resolution, reduce handle times, and improve first-call resolution rates
• Partner with IT to design and implement a scalable technology platform (telephony, CRM, dispatch systems, automation tools) to enable faster response times and improved customer experience
• Build real-time operational visibility through dashboards and command center capabilities to manage live performance and respond to service disruptions
• Develop and maintain business continuity and incident response protocols for after-hours and high-severity events
• Lead vendor and partner performance where applicable, ensuring accountability in a multi-channel support environment
• Implement data-driven decision making through reporting, QA programs, and operational analytics
• Identify and eliminate process bottlenecks, inefficiencies, and failure points across the support lifecycle
• Build and maintain strong cross-functional partnerships with Operations, Sales, Finance, IT, and Customer teams
• Own budget, cost controls, and overall financial performance of the OSC

Key Competencies and Minimum Education

Key Behaviors

• Ownership mentality – treats the OSC as a business, not a function
• Bias for action – operates with urgency in a real-time, customer-facing environment
• Data-driven operator – uses metrics, call center data, and real-time dashboards to drive decisions
• Builder mindset – experienced in scaling call centers and standing up 24/7 operations
• Customer-first thinking – prioritizes speed, reliability, and clear communication during every interaction
• Operational discipline – thrives in high-volume, SLA-driven environments with constant variability
• Accountability driver – sets clear expectations across all shifts and holds teams to consistent standards
• Cross-functional influencer – effectively aligns stakeholders without direct authority
• Talent magnet – attracts, develops, and retains top-tier operators in a high-turnover environment

Logistics

• Location: Charlotte, NC (onsite, required)
• Travel: Moderate (up to 25%) based on business needs
• Reports to: Director, Vendor Services – Fleet Solutions
• Team: Multi-layered team including frontline agents, dispatchers, supervisors, workforce management, and operations managers
• Scope: North America operations with 24/7/365 coverage and potential future global expansion

Qualifications

• 10+ years of experience in operations, call center leadership, or service delivery roles
• 5+ years of leadership experience managing managers and scaled, multi-shift teams
• Proven experience building, leading, and optimizing 24/7 call center or support center operations
• Deep expertise in workforce management, including forecasting, scheduling, and real-time queue management
• Experience scaling operations to support significant business growth
• Experience owning or materially impacting P&L performance, including cost management and margin optimization
• Strong background in SLA-driven environments with measurable performance outcomes (e.g., response times, resolution rates, uptime)
• Experience implementing and optimizing call center technologies (ACD systems, telephony platforms, CRM, ticketing systems)
• Demonstrated success in process optimization, continuous improvement, and operational transformation
• Strong analytical capabilities with experience leveraging call center metrics and operational data to drive performance
• Exceptional leadership, communication, and stakeholder management skills

INDHB