Director, Contact Center Operations

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

About the Role
We’re looking for an innovative and strategic leader to join our team as Director, Contact Center Operations. In this role, you will provide strategic leadership for Element’s next-generation, agentic AI-powered Driver Customer Care operations. You will leverage cutting-edge artificial intelligence technologies, particularly agentic AI systems, generative AI, and intelligent automation, to deliver superior service-level performance, exceptional driver satisfaction, and scalable, cost-effective operations. This position focuses on designing and deploying autonomous agentic workflows that anticipate customer needs, automate interactions, and augment human capabilities across digital and voice channels.

What You’ll Do

• Promote adoption of AI tools for workforce optimization, coaching, and performance analytics.
• Cultivate a culture of innovation, accountability, and continuous learning in AI-driven operations.
• Supervise and mentor Supervisors and frontline agents within Driver Care Contact Center operations.
• Define and track key performance indicators (KPIs) including service level, quality, and productivity metrics.
• Oversee daily operations and ensure adherence to service delivery standards and compliance requirements.
• Lead the deployment and integration of agentic AI systems across omnichannel customer platforms.
• Collaborate with IT, Product, and Operations teams to align AI strategy with enterprise objectives.
• Drive employee engagement by implementing feedback-based action plans and recognition programs.
• Develop performance dashboards for executive visibility and continuous improvement.

Basic Qualifications

• Bachelor’s degree in business, communications, or a related field.
• 7+ years of progressive leadership experience in AI-enabled contact centers or intelligent automation environments.
• Proven track record of deploying AI and automation platforms such as conversational AI, RPA, or LLMs.
• Experience managing enterprise AI ecosystems integrated with CRM, WFM, and analytics tools.
• Strong capability in data analysis, performance management, and continuous improvement.

Preferred Qualifications

• Advanced degree (MBA or similar) preferred.
• Familiarity with ethical AI frameworks, data governance, and regulatory compliance.
• Strong leadership and team-building abilities in a technology-driven environment.
• Excellent communication and collaboration skills across functions.
• Customer-centric mindset with a focus on proactive problem solving.

Current Location: Mississauga. Our Mississauga office will move to 1 Adelaide in Toronto in September 2026.

The hiring base salary range for this position is $111,100 - $152,800 annually. Actual compensation within this range will be dependent upon the individual’s knowledge, skills, experience, equity with other team members, and alignment with market data. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

What’s in it for You
•  A culture of innovation, empowerment, decision-making, and accountability
•  Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
•  Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) (for qualified roles)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, genetic information, sex, gender identity, sexual orientation, age, marital status, family status, ancestry, national origin, citizenship, physical or mental disability, veteran status, military obligations or any other characteristic protected by federal, state and local laws. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to talentacquisition@elementcorp.com or call (800) 665-9744.