Director, Customer Service
New
Based in United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- Minimum of 8 years of progressive leadership experience in customer service, including at least 3 years in a director-level role
- Required Skills
- LeadershipProcess improvementCRM
Requirements
- Bachelor's degree in Business Administration, Operations Management, or related field.
- Minimum 8 years progressive leadership experience in customer service.
- At least 3 years in a director-level role managing large-scale, multi-channel operations.
- Proven track record of building and leading high-performing teams in fast-paced environments.
- Experience optimizing CRM platforms, workforce management systems, and AI-enabled tools.
- Strong understanding of CSAT, NPS, first-contact resolution, and operational productivity metrics.
- Demonstrated success with Lean, Six Sigma, or comparable process improvement methodologies.
- Exceptional leadership, coaching, and stakeholder management skills.
- Strong analytical and problem-solving abilities.
- Excellent communication and executive presentation skills.
Responsibilities
- Lead end-to-end customer service operations across phone, email, chat, and digital channels.
- Develop and oversee service performance frameworks including NPS, CSAT, and service level adherence.
- Ensure compliance with healthcare regulations and privacy requirements.
- Build, mentor, and retain high-performing teams through coaching and performance management.
- Design training initiatives to strengthen product knowledge and regulatory awareness.
- Lead Voice of the Customer (VoC) programs to identify trends and improve customer journeys.
- Drive process optimization using Lean, Six Sigma, automation, and AI technologies.
- Evaluate and implement CRM and workforce management systems.
- Collaborate with Sales, Product, and Compliance stakeholders.
- Deliver executive-level reporting and insights.
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