10+ years of experience in customer service leadership roles
Bachelor's Degree in a relevant field
Proven track record in managing large teams (200-250 staff)
Strong analytical skills for data interpretation and strategy development
Experience with operational excellence and continuous improvement initiatives
Responsibilities
Provide strategic leadership for centralized contact center operations
Oversee daily operations and drive continuous improvement
Develop and implement industry-leading customer service standards
Analyze advanced support data to create impactful strategies
Direct regional supervisors and manage offshore vendor performance
Ensure optimal staffing and service levels in collaboration with Workforce Management
Lead initiatives to enhance productivity and customer satisfaction
Benefits
Opportunity to shape customer service culture and standards
Access to leadership development programs
Collaboration with senior executives
Engagement in innovative customer retention initiatives
Potential for career advancement within the organization
Full Job Description
The Director, Customer Service is responsible for the financial and operational success of the Customer Service department. Works with leadership to develop deadlines, projects, and work to be done. Typically reports to a senior director or an executive; manages the work efforts of managers/supervisors/individual contributors.
Provides strategic leadership for all centralized contact center operations, ensuring exceptional customer service, operational efficiency, workforce performance, and execution across multiple regional teams.
