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Job description
At Mira Home , we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed. Taking care of people is at the heart of everything we do, and that starts with our team. Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.
We are looking for an operationally-minded leader to run the engine behind our Customer Care Center (CCC). As the Director of Call Center Operations, you will own the systems, people-readiness, and quality functions that allow our phone teams to deliver a white glove, caring experience at scale. You will partner as a peer to our Director of Call Center Performance — while they focus on the production floor (Care, Loyalty, and Inside Sales), you will own everything that enables that floor to win: workforce management, hiring pipeline, training, quality assurance, digital care, and online brand.
Your leadership will create the structure, clarity, and consistency that let every Specialist show up ready, every customer feel supported, and every team member grow into their full potential as part of the Mira Family.
Base Pay:
$110,000–$125,000 Salary (based on experience and final level)
Performance bonus on top of Salary
Additional Benefits:
Health Savings Account (HSA)
Health, Dental, and Vision Insurance
401K
Paid Time Off
Bonuses on top of Salary
How You Win in This Role
Communication
Set clear expectations for performance, standards, and how the operations functions support the floor
Communicate the “why” behind processes, staffing decisions, and quality initiatives
Create clarity that enables both your team and the Performance team to execute with confidence
Address challenges directly and constructively
Development
Lead weekly 1 on 1s with your direct functions (Outreach, Talent, Training, WFM/Systems, Quality)
Build trust, celebrate success, and coach behaviors — not just results
Identify and develop future leaders across the support functions
Build a bench of trained, ready talent so the floor is never short-staffed
Alignment
Align every operations function with Mira’s mission, values, and customer experience standards
Partner cross-functionally — especially with the Director of Call Center Performance — to deliver a seamless customer experience
Ensure consistency in how we hire, train, staff, and measure quality across all teams
Identify and implement improvements in workforce management, hiring, onboarding, systems utilization, and quality
Fully leverage our call center technology to make the CCC more efficient and effective
Encourage new ideas and challenge assumptions to build a better, more scalable Care Center
Leading People
Bring energy, positivity, and presence every day
Build belief, accountability, and a culture of growth
Take care of your people so they can take care of our customers
Your Role in Action
The Director of Call Center Operations serves as both a leader and an operational architect, owning the functions that keep the CCC staffed, trained, measured, and running well.
Workforce Management & Systems
Own forecasting, scheduling, and staffing to meet service levels across all phone teams
Direct the Call Center Software SME to fully utilize our platforms (e.g., NICE CXone, FieldRoutes/PestRoutes, Cognigy)
Monitor real-time performance and intraday adjustments to protect Service Level (SLA) and occupancy
Build the reporting and dashboards leadership relies on to run the business
Talent, Hiring & Onboarding
Own the recruiting-to-ready pipeline: screening, verification, interview scheduling, and new-hire training
Ensure a steady flow of qualified, coachable candidates to keep every team fully staffed
Partner with the Talent Screener and New Hire Trainer to make onboarding fast, consistent, and phone‑ready
Track time-to-productivity and early‑tenure retention
Quality Management
Own the centralized Quality Management program and the three Quality Management Specialists
Ensure consistent, fair evaluation standards across Care, Loyalty, and Inside Sales
Partner with the Performance team’s Leads to translate quality trends into coachable behaviors
Protect and elevate CSAT and the “white glove” standard on every interaction
Digital Care & Online Brand
Oversee the Outreach team delivering Customer Care through chat and email
Manage our online brand and reputation (BBB, Google Reviews, Yelp, Facebook, and more)
Ensure our digital presence reflects the same caring, intentional experience as our phones
Operational Execution & Accountability
Own daily operations across your functions and keep them tightly integrated with the production floor
Participate in weekly and monthly business reviews; report on trends, risks, and wins
Proactively communicate gaps and opportunities to the VP of Business Development
Take ownership of results across staffing, quality, hiring, and systems
Cross-Functional Partnership
Operate as a true peer to the Director of Call Center Performance — shared goals, clear lanes
Partner with Sales, Field Operations, and Retention to ensure feedback loops and alignment
Drive one consistent customer experience across every channel and team
What You Bring to the Table
5+ years of call center experience, with 2+ years leading teams or functions
Experience owning one or more of: workforce management, quality/QA, training, hiring, or systems administration
Strong operational and analytical skills — comfortable with forecasting, staffing math, and reporting
Proven ability to build process and structure in a fast-growing environment
Excellent communication, coaching, and cross-functional collaboration skills
Familiarity with platforms such as NICE CXone and FieldRoutes/PestRoutes preferred
Proficiency in Microsoft Office and Google Sheets
Alignment with Mira Values
United — Builds strong, collaborative teams and partners as a peer
Caring — Leads with empathy and genuine care for people and customers
Intentional — Acts with purpose, structure, and clarity
Transformative — Develops people and builds systems that scale
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Worksite address
orem, UT, 84058, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.