Director of Customer Service

Are you a transformative leader with a strategic vision for elevating customer service? We’re seeking a Director of Customer Service who can drive innovation and lead a customer service team to new heights for a client with over 100 years of history and industry-leading market share. In this role, you’ll oversee a team of up to 40 professionals, developing talent, implementing streamlined processes, and preparing the organization to transition toward a robust e-commerce future. Your expertise in building career paths, enhancing service intake and quality, and delivering an exceptional customer experience will be key to creating lasting impact.

What You’ll Do

• Develop and Mentor Talent: Shape the future of customer service by creating clear career tracks and advancement opportunities. Your coaching and development plans will empower team members to grow and excel.
• Enhance Call Intake and Quality Integration: Drive efficiencies in call intake and seamlessly connect these processes with the quality department. Your strategic approach will ensure that customer interactions are both efficient and consistent with quality standards.
• Lead E-Commerce Transition: As the organization moves toward e-commerce, you’ll lead the way, adapting systems, and transforming the service model to meet the needs of online customers.
• Transform Customer Service Operations: Bring your proven track record of revitalizing customer service teams to build a world-class service experience. Set and exceed ambitious goals, consistently taking the organization to the next level.
• Data-Driven Optimization: Track, analyze, and leverage KPIs across service levels, productivity, and issue resolution. Use insights to make impactful, strategic changes that align with the organization’s vision for customer service excellence.
• Budget and Resource Management: Oversee budgeting and spending, ensuring a balance between cost-effectiveness and operational excellence.

Who You Are
A strategic leader with a strong background in customer service transformation, you excel at developing talent and driving growth within your teams. You’re adept at using data to inform decisions and committed to creating a seamless, scalable, and high-quality customer experience. With your expertise, you’re ready to lead a customer service organization to its next phase of excellence.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field, or equivalent experience.
• 10-20 years in a customer service leadership role, particularly in high-volume, multi-channel environments.
• Demonstrated success in transforming customer service operations and leading teams through strategic change.
• Familiarity with service metrics, quality integration, and e-commerce adaptation.
• Proficiency in Microsoft Project and Office Suite.
• Exceptional communication and conflict resolution skills, with the ability to inspire, guide, and present ideas effectively.

Why This Role?

• Shape the Future of Customer Service: Join a century-strong company as a pivotal leader, creating innovative customer service strategies and career paths.
• Growth and Collaboration: Work in a dynamic environment that values collaboration, continuous improvement, and professional development.
• Meaningful Impact: Be at the forefront of a digital transformation as you prepare a customer service team for the future of e-commerce.

Travel Requirements

Must be available for travel as necessary to support team development, strategic meetings, and customer service goals, typically 10%.

Equal Opportunity Employer