Director, Operations Support

Salary range is:
$152,833.00 - $180,000.00
This position is equity and bonus and/or commission eligible.

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we're making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We're pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com.

The Role

As Director of the Operations Support Group (OSG) at CCC Intelligent Solutions, you will lead a high-performing, cross-functional team responsible for delivering operational excellence, workforce optimization, and technology enablement across customer support functions. This strategic role partners with leadership to drive enterprise-wide initiatives that enhance service delivery, system performance, and customer experience. You will champion scalable solutions, modernize contact center operations, and implement advanced labor modeling practices. With a strong focus on continuous improvement, inclusion, and employee engagement, you will play a critical role in aligning operations with CCC's mission and values.

Key Responsibilities:

Strategic Leadership & Operational Oversight

• Lead and evolve the Operations Support Group, managing operations analysts and system administrators supporting Valuations, Casualty, and Technical Support teams.
• Drive key strategic initiatives involving emerging technologies and innovative solutions.
• Oversee labor modeling and forecasting across multiple business units to ensure accuracy and actionable insights.
• Manage vendor relationships and contract negotiations, including legal and AI governance processes.

• Oversee configuration, maintenance, and optimization of contact center applications including NICE CXone, Amazon Connect and Service Cloud Voice.
• Manage contact center technology system upgrades, patches, and performance monitoring to ensure uptime, data integrity, and compliance.
• Provide technical support and training to end-users; maintain documentation for system configurations and troubleshooting.
• Lead the development and maintenance of SOPs, contingency plans, and system documentation to mitigate single points of failure.
• Ensure system stability and timely resolution of technical issues in collaboration with IT and external vendors.
• Collaborate with vendors and internal stakeholders (IT, AI Committee, Security, etc.) to ensure compliance with SOC 2, HIPAA, Telecom Regulations and third-party risk policies.

• Champion digital transformation by implementing scalable, AI powered tools.
• Serve as the technology liaison between the business and departments such as IT, Legal, HR, and Product, ensuring alignment of system requirements and compliance.
• Align technology initiatives with Lean Six Sigma and Change Management methodologies.

• Transform operational data into actionable insights to support business decisions and performance improvement.
• Monitor and report on KPIs such as agent productivity, forecast variance, schedule adherence, and ticket response times.

• Mentor and develop high-potential team members, fostering a culture of accountability, inclusion, and continuous learning.
• Promote cross-functional collaboration and lead change management efforts.
• Serve as a role model for CCC's leadership competencies including strategic thinking, agility, and inclusive leadership.

• Bachelor's degree or equivalent experience required.
• 7+ years of progressive leadership experience in contact center or service operations.
• Proven experience in enterprise system administration, vendor management, and technology implementation.
• Strong understanding of contact center operations, knowledge management, and data governance.
• Experience with Amazon Connect, Salesforce, and Workforce Management platforms.
• Excellent communication, project management, and cross-functional leadership skills.
• Proven track record in project management, process improvement, and cross-functional collaboration.
• Strong analytical, communication, and problem-solving skills.

• Strategic Thinking & Execution
• Talent Development & Coaching
• Operational Excellence
• Customer Centricity
• Change Leadership
• Communication & Influence
• Innovation & Continuous Improvement

• 401K Match
• Paid time off
• Annual Incentive Plan Performance Bonus
• Comprehensive health insurance
• Adoption Assistance
• Tuition Reimbursement
• Wellness Programs
• Stock Purchase Plan options
• Employee Resource Groups