Director of Customer Service
New
J
JobgetherHealthcare Technology
Based in United StatesFull-TimeDirector
Salary$140,000 - $160,000 USD base salary; total cash compensation $168,000 - $192,000 USD
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 10+ years of experience in customer service, operations, contact centers, or related fields, including 5+ years leading teams and 2+ years managing managers
- Required Skills
- Data AnalysisMicrosoft Office SuiteCRMBudget management
Requirements
- 10+ years of experience in customer service, operations, or contact centers.
- 5+ years of experience leading teams.
- 2+ years of experience managing managers or multi-layered organizations.
- Bachelor’s degree in business, healthcare administration, operations, or related discipline (or equivalent experience).
- Proven experience developing customer service strategies and leading operational transformations.
- Strong knowledge of contact center best practices, service-level management, and quality assurance.
- Experience managing performance metrics, analyzing trends, and presenting to senior leadership.
- Strong operational and financial acumen, including budgets, staffing models, and workforce planning.
- Proficiency with customer service platforms, reporting tools, and Microsoft Office Suite.
- Excellent executive communication and stakeholder management skills.
- Strong written and verbal English communication skills.
Responsibilities
- Define and execute the customer service strategy, aligning department priorities with organizational goals.
- Lead, coach, and develop customer service leaders and teams by establishing performance expectations and a culture of accountability.
- Manage department-level performance metrics, including service quality, response times, productivity, and customer satisfaction.
- Evaluate and optimize customer service policies, workflows, systems, and procedures to improve scalability and compliance.
- Partner with cross-functional teams across operations, sales, product, and client success to resolve escalated issues.
- Provide executive reporting and recommendations regarding customer trends, operational risks, and staffing needs.
- Oversee workforce planning, recruitment, onboarding, training, and budget management.
View Full Description & ApplyYou'll be redirected to the employer's site
