Job Details

About the Role

Reporting to the Executive Vice President, the Customer Service Director is a future-focused, relationship builder, instrumental in defining the next-level customer engagement ecosystem. This role requires a high-energy, service-minded individual who will embrace the company s brand and positively represent its vision of unique and exceptional products. The ideal candidate will be an excellent leader of people through humility, influencing leadership with grace and accountability, and designing Customer Service programs that align with a brand promise that will permeate the organization. This Customer Service Director is not only a lifetime learner but also has the ability and demonstrated success in breaking the vision down and communicating it into effective, actionable steps that lead to identifiable and achievable results.

Position Responsibilities include, but are not limited to:

• Recruit, train, mentor, and motivate a high-performing team focused on delivering exceptional customer support and service.
• Set clear goals, provide regular feedback, and conduct performance evaluations to foster professional growth and excellence within the team.
• Establish and enforce customer service standards, processes, and best practices to ensure consistent service delivery.
• Develop and implement initiatives to streamline processes, increase customer self-service opportunities, and maximize customer satisfaction.
• Leverage customer data and analytics to identify trends, insights, and opportunities for improvement.
• Implement data and analytics measurements to drive performance and improvement across the team.
• Collaborate with internal stakeholders to ensure a seamless and consistent customer experience across all departments.
• Make recommendations, develop, and implement standardized processes for customer service operations to enhance efficiency and consistency, making it easy for customers to do business.
• Manage individual and department performance utilizing performance metrics/KPIs. Regularly monitor and review performance against these metrics with the team and individuals while delivering necessary training and improvements.
• Provide strategic direction on all customer service initiatives, as well as focus on the continuous improvement of back/middle office, support processes, develop reporting practices, onboarding programs and employee development.

Qualifications

• 10+ years experience Customer service experience
• 5+ years managing a customer service team
• Demonstrated success in recognizing and implementing workflow improvements
• Experience in leading a customer service team or operation, customer service training, voice/data communications, email management and communication methods
• Experience leading workforce or workflow management teams in a complex, multi-skill environment
• Ability to interface successfully with customers and all levels of the organization
• Experience measuring KPI's

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