Director, Consumer SuccessThe OpportunityReporting directly to the Chief Marketing Officer, you will design, build, and scale Paradigm's Consumer Success department supporting our growing direct-to-consumer transcript and credentialing services.
Working closely with executive leadership and partnering across our existing Client Relations, Sales, Marketing, Operations, Product Management, and Information Technology teams, you will establish the operating model, service standards, staffing strategy, technology platform, reporting structure, and performance metrics needed to support significant future growth.
If you are energized by building organizations, developing exceptional people, improving processes, creating outstanding customer experiences, and leading high-volume customer support operations, we'd like to meet you.
What You'll OwnBuild a New Consumer Success Organization- Recruit, develop, coach, and lead a high-performing Consumer Success team while creating a culture of accountability, ownership, collaboration, and continuous improvement.
- Design the organizational structure, staffing model, onboarding programs, service standards, workflows, KPIs, dashboards, and operating procedures required to support a rapidly growing business.
- Design and implement CRM processes, automation, reporting, operational technologies, and AI-enabled workflows that enable a highly scalable Consumer Success organization.
- Develop service level standards (SLAs), quality assurance programs, workforce planning strategies, and operational reporting to support a high-volume customer support environment.
Shape the Consumer Experience- Develop the Consumer Success strategy supporting Paradigm's expanding transcript and credentialing services.
- Design scalable service models capable of supporting significant increases in customer volume while maintaining an exceptional customer experience.
- Develop customer engagement programs that increase satisfaction, loyalty, retention, advocacy, and long-term customer value.
Support Commercial Growth- Partner with Sales and Marketing to strengthen customer relationships, increase retention, support revenue growth, encourage referrals, and accelerate adoption of future products and services.
Build for Scale- Develop scalable systems, documentation, operational processes, reporting, dashboards, and technology that support long-term growth.
- Develop staffing models, workforce planning strategies, and operational capacity plans to ensure exceptional customer service during seasonal peaks and periods of rapid business growth.
- Monitor departmental KPIs and provide executive reporting that enables data-driven decision making.
Lead at the Executive Table- Partner closely with Client Relations, Sales, Marketing, Operations, Product Management, Information Technology, and Executive Leadership to deliver a seamless customer experience.
- Represent Consumer Success during executive planning sessions and strategic growth initiatives.
What You'll BringRequired Qualifications- Bachelor's degree in Business, Marketing, Communications, Management, or a related discipline (or equivalent experience).
- 10+ years of progressive leadership experience in Consumer Success, Customer Success, Customer Support, Contact Center Operations, Client Success, Client Relations, or comparable customer-facing leadership roles.
- Minimum five years leading managers or professional customer-facing teams within a high-volume business-to-consumer (B2C) environment.
- Demonstrated success leading high-volume B2C customer support, customer service, contact center, or customer success operations, including building, scaling, or transforming customer-facing organizations.
- Experience managing service level agreements (SLAs), key performance indicators (KPIs), workforce planning, quality assurance programs, and operational reporting within a high-volume customer support environment.
- Strong commercial acumen with a proven ability to strengthen customer relationships while supporting business growth.
- Experience with Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, or comparable CRM/customer service platforms.
- Exceptional leadership, communication, organizational, coaching, and relationship-building skills.
Preferred Qualifications- MBA or other advanced business degree.
- Experience in higher education, credentialing, SaaS, technology, financial services, healthcare, insurance, or other high-volume customer service industries.
- Experience building a new team, customer support organization, business function, or line of business.
- Experience leading organizational change, business transformation, or high-growth initiatives.
What We're Looking ForWe're looking for a leader who:
- Builds high-performing teams.
- Creates a culture of accountability and ownership.
- Leads with integrity and emotional intelligence.
- Balances strategic thinking with operational execution.
- Uses data to drive sound business decisions.
- Develops future leaders through coaching and mentorship.
- Builds trusted relationships across departments.
- Thrives in fast-growing, evolving organizations.
- Enjoys creating new capabilities from the ground up.
- Delivers measurable business results.
Location & TravelThis position is based in Virginia Beach, Virginia.
Occasional travel for company meetings, conferences, and client events will be required. All approved business travel expenses are reimbursed by the company.
Compensation & Benefits- Competitive base salary.
- Performance-based annual incentive.
- Medical, Dental, and Vision Insurance.
- 401(k) retirement plan.
- Paid Time Off and company holidays.
- Professional development opportunities.
- Clear opportunities for career advancement as the organization grows.
