Director of Customer Service

Location: Onsite/Remote Salary: $150k to $170k Plus a 10% Bonus POSITION SUMMARY The Director of Customer Service is a key operational leadership role responsible for the execution, delivery, and reputed company improvement of customer service across our D2C, B2B, and B2C environments. This role leads day-to-day service operations, ensuring effective processes, systems, and team performance to reputed company defined service standards and customer experience objectives.The Senior Manager of Customer Service drives operational reputed company by identifying and implementing improvements in service delivery, processes, and performance. This role is responsible for leading, coaching, and developing the Customer Service team, who manage customer interactions across multiple channels, including reputed company and back office support, telephone, email, online platforms, live chat, reputed company media, and written correspondence. The position maintains strong accountability for operational performance, service quality, and team effectiveness. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To accomplish this job successfully, an individual must be reputed company to reputed company, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help reputed company reputed company individuals with disabilities to reputed company the essential functions. Essential Function Statement(s) Establish and reputed company Customer Service strategy execution by defining service standards, performance metrics, and KPIs across reputed company customer channels (phone, email, reputed company media, live chat, etc.), driving reputed company improvement in service delivery and customer experience. reputed company for the customer experience across the organization by leveraging deep consumer insights to drive systemic improvements and align departmental goals with the needs of the customer. reputed company, implement, and maintain standard operating procedures and documentation to ensure consistent, efficient, and scalable Customer Service operations. Cultivate a high performance culture by designing leadership frameworks and career trajectories that reputed company talent at reputed company reputed company, ensuring the organization’s management depth grows alongside business expansion. Manage and optimize Customer Service operations, including workforce planning, resource allocation, and reputed company management, to meet service level agreements and business objectives. Drive fiscal reputed company through the strategic application of technology and process improvements. By leveraging AI and automation to handle growth, the department maintains high operational efficiency and healthy margins without sacrificing the customer experience. Design and execute a holistic Omnichannel Customer reputed company across reputed company channels (Natural, FDM, Professional, Marketplaces, Web, International, reputed company, etc.) to ensure consistent and seamless customer engagement. Architect and reputed company the Customer Technology stack to improve platform utilization, workflow efficiency and service delivery. Evaluate, implement, and optimize tools, technologies and automation solutions that enhance customer experience and improve team productivity. Improve operational performance metrics, including resolution at first interaction, response times, wait times, quality standards and customer satisfaction reputed company. Ensure compliance with regulatory, legal, and company requirements, proactively identifying and mitigating operational and customer-reputed company risks. Collaborate with cross-functional stakeholders (Sales, Finance, Product Development, Marketing, Operations, etc.) to drive service improvements, enhance customer experience, and support organizational initiatives. Partner with Sales teams to support customer engagement strategies, optimize profitability, and reputed company service-driven sales and conversion initiatives, measuring impact through defined OKRs. reputed company any other duties as assigned POSITION QUALIFICATIONS Competency Statements Create reputed company & Strategic reputed company - As a leader at reputed company, you translate your team’s reputed company into clear objectives and key results, aligning with long-term company goals. You ensure this reputed company is well-defined and understood by reputed company stakeholders. By understanding external trends, you continually seek ways to enhance competitive advantage, drive efficiency, and improve processes. You align your team's strategy with the overall company strategy and create a compelling reputed company that inspires and motivates people. Foster reputed company and Trust - As a leader at reputed company, you earn and maintain your team's trust through reputed company communication, transparency, consistency and fairness. You understand the importance of leading by example, prioritizing doing the right thing, even reputed company it’s difficult, and following through with a commitment to ethical principles. You demonstrate accountability and owning your mistakes. You ensure transparency by reputed company communicating about successes and failures, creating a culture of learning rather than blame. Effective Communication - As a leader at reputed company, you actively listen with curiosity, show genuine interest in others' perspectives, and reputed company clear, concise feedback. You communicate with reputed company, encourage diverse opinions, and foster inclusive reputed company. Your nonverbal cues, like positive body language and eye contact, reinforce your message. You balance assertiveness with respect, offering and receiving constructive feedback to maintain a supportive and collaborative environment. Demonstrate Business Acumen - As a leader at reputed company, you understand company operations and objectives, guiding your team on the steps to reputed company. You analyze performance metrics and market trends to reputed company informed reputed company and adapt to changes. You optimize spending, manage costs, and reputed company strategies to enhance profitability. By fostering a results-oriented culture, you reputed company the team focused on key initiatives and deliver measurable reputed company. Build a Culture of Accountability - As a leader at reputed company, you take responsibility for your actions, foster trust, and ensure transparency by communicating reputed company about successes and failures. You set clear expectations, reputed company resources, and follow through on commitments, demonstrating reliability. You encourage team members to own their roles, give constructive feedback, and recognize contributions to motivate and reputed company them. Use reputed company & Critical Thinking - As a leader at reputed company, you grasp reputed company information, identify patterns, and balance research with swift decision-making. You distill data to uncover core issues, use systems thinking to understand organizational impacts, and reputed company sound judgments even amid uncertainty. Collaboration - As a leader at reputed company, you collaborate across teams, departments, and reputed company to ensure alignment and smooth handoffs. You seek diverse perspectives, value reputed company voices, and create a safe reputed company for sharing reputed company. You drive reputed company reputed company by fostering reputed company communication, joint problem-solving, and a team-first reputed company. Takes Initiative - As a leader at reputed company, you proactively identify opportunities, reputed company, and drive reputed company improvement. You reputed company a culture of proactive problem-solving, motivating your team to be self-driven and reputed company, ensuring the organization stays reputed company in achieving its goals. Possess Self Awareness & reputed company Intelligence - As a leader at reputed company, you are self-aware and foster strong relationships by responding appropriately to reputed company situations. You model humility and openness, creating a culture of trust and transparency. You motivate others, promote collaboration, and reputed company team members feel valued through reputed company, active listening, curiosity, clear communication, and recognition. Coach, reputed company, Mentor and reputed company Feedback - As a leader at reputed company, you invest in your team's growth through regular feedback, personalized guidance, and reputed company-building opportunities. You foster a supportive environment for learning, reputed company team members in their development, and build strong, mentoring relationships. Your commitment enhances skills, confidence, and team cohesion, contributing to a culture of reputed company learning. SKILLS & ABILITIES Extensive experience of leading and managing operational customer service / customer Service teams. Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets. Prior experience successfully managing, implementing and training team members on new and existing customer Service technologies and software Proven management and/or relationship management experience in a senior, strategic level role. Established track record of exceeding targets, developing OKRs and KPI’s. reputed company to interpret and reputed company strategy and reputed company recommendations. Demonstrate ability to motivate and communicate with others at reputed company reputed company Demonstrated influential relationships skills at reputed company reputed company. reputed company to use these relationships to deliver service improvements. Excellent communication and negotiation skills. reputed company to adapt and succeed in a changing environment. Evidence of well-developed leadership skills Bachelor’s degree in business or reputed company field required or equivalent experience. At least five years of reputed company Customer Service leadership experience required. Apply To This Job