The Director of Customer Service & Customer Operations is responsible for leading Smart Care's centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.

This leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction.

Reporting to the Vice President - Field Support, the Director leads a diverse organization of onshore and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician dispatch, service completion, and issue resolution.

This role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making.

Scope

The Director provides strategic and operational leadership for:

• Customer Service Contact Center
• National Dispatch Operations
• Customer Support Workforce Management (Forecasting, Scheduling, Capacity Planning)
• Quality Assurance & Performance Management
• Executive Customer Escalations
• Customer Communications
• Customer Experience (CX) Programs
• Customer Operations Reporting & Analytics
• Offshore Business Process Outsourcing (BPO) Partners

Primary Responsibilities

Customer Experience Leadership

• Develop and execute the enterprise Customer Experience strategy.
• Champion a customer-first culture that prioritizes responsiveness, ownership, transparency, and service excellence.
• Lead Voice of the Customer initiatives utilizing customer feedback, CSAT, NPS, Customer Effort Score (CES), and customer insights to drive continuous improvement.
• Establish service standards and customer communication expectations across all customer-facing teams.
• Serve as executive sponsor for high-profile customer issues and service recovery efforts.

Customer Service Operations

• Lead all centralized customer service operations supporting customers across the US.
• Ensure consistent execution of service request intake, work order creation, service scheduling, customer communication, and issue resolution.
• Drive continuous improvement in customer responsiveness, first-contact resolution, and overall service quality.
• Evolve operating rhythms, daily performance management, and standardized operating procedures.

Dispatch Operations

• Provide strategic oversight of national dispatch operations.
• Optimize technician scheduling and resource allocation while balancing customer expectations, technician productivity, travel efficiency, and contractual service level agreements.
• Develop dispatch strategies that maximize technician utilization while reducing response times and improving first-time fix rates.
• Partner closely with Regional Operations leaders to continuously improve field execution.

Workforce Management

• Oversee workforce planning, forecasting, scheduling, staffing models, and capacity planning across all customer support functions.
• Develop staffing strategies that effectively leverage both onshore and offshore resources.
• Ensure workforce plans support seasonal demand, customer growth, and changing business needs.
• Improve schedule adherence, productivity, and overall workforce efficiency.

Quality Assurance, Training, & Continuous Improvement

• Develop onboarding programs that accelerate new hire productivity.
• Create ongoing learning and development programs for customer service, dispatch, and leadership teams.
• Establish and lead enterprise Quality Assurance programs across customer service and dispatch operations.
• Develop quality scorecards, coaching standards, calibration programs, and performance audits.
• Utilize quality insights to improve customer interactions, reduce errors, and increase consistency.
• Lead continuous improvement initiatives to simplify processes and eliminate waste.

Customer Escalation Management

• Lead executive customer escalation processes for strategic and high-impact customer issues.
• Develop standardized escalation procedures and governance.
• Analyze root causes and implement corrective actions to prevent recurring issues.
• Partner with Sales, Operations, and Executive Leadership to strengthen key customer relationships.

Technology & Digital Transformation

• Partner with Information Technology to implement technology solutions that enhance both the customer and employee experience.
• Lead modernization initiatives involving AI-enabled customer support, workforce management solutions, and customer self-service capabilities.
• Identify automation opportunities that reduce manual work, improve accuracy, and accelerate response times.
• Utilize analytics and AI to drive predictive insights and operational improvements.

Leadership & Talent Development

• Lead, mentor, and develop managers, supervisors, and team leaders across multiple customer operations functions.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Build leadership succession plans and high-performing teams capable of supporting organizational growth.
• Lead both internal teams and outsourced partners to achieve consistent performance expectations.

Performance & Business Results

Develop and maintain executive dashboards and performance reporting focused on operational health, customer outcomes, and continuous improvement.

Key performance indicators include:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• Speed to Answer
• Service Level Achievement
• Email Response Time
• Call Abandonment Rate
• Schedule Compliance
• Technician Utilization Support
• Quality Assurance Scores
• Employee Engagement
• Attrition & Retention
• Productivity
• SLA Performance

Cross-Functional Leadership

Partner closely with cross-functional teams including Field Operations, Sales, Marketing, IT, Supply Chain, and training, to align customer support capabilities with business objectives and deliver a seamless end-to-end customer experience.