Customer Service Operations Lead

About the role

This is an exciting opportunity for a customer-focused leader who thrives in change environments and wants to combine operational leadership with transformation, innovation, continuous improvement, and digital enablement.

Responsibilities

• Join a collaborative, values-driven team that prizes innovation, continuous improvement, and fresh thinking—where you will have the opportunity to influence global ways of working, make a visible impact, and help deliver an outstanding customer experience.
• Support development of a high-performing customer service / customer success team, creating an engaging culture of accountability, development, and customer-first thinking.
• Drive high-impact transformation initiatives that redesign customer service processes, modernize service delivery models, and embed digital, automation, and AI-enabled ways of working across the organization.
• Lead cross-functional improvement projects focused on removing customer pain points, improving responsiveness, and streamlining end-to-end workflows.
• Design and implement standardized processes, SOPs, and scalable best practices that support differentiated service models across customer segments.
• Track and analyze KPIs, SLAs, and customer experience metrics, using data to identify improvement opportunities and drive measurable service gains.
• Manage and optimize workflows, prioritization, and service execution using modern task management approaches, automation opportunities, digital tools, and AI-assisted solutions where appropriate.
• Identify root causes of inefficiencies or service gaps and implement sustainable solutions.
• Partner cross-functionally with Sales, Production, Quality, Warehouse, Finance, and Supply Chain to deliver a seamless, customer-centered experience from order through delivery.
• Support and champion system implementations, analytics capabilities, automation tools, and AI-enabled technologies (including task management platforms, SAP, and product databases) to improve visibility, reduce manual effort, and accelerate service performance.
• Participate in global leadership discussions, helping shape strategy, influence decision-making, and contribute to key business priorities across the organization.

Qualifications

• Proven experience leading customer service, customer success, or operations teams.
• Strong track record leading transformation, process improvement, or continuous improvement initiatives with measurable business and customer impact.
• Experience leading cross-functional projects that improve customer experience, simplify operations, and support organizational change.
• Strong analytical skills with experience using KPIs, SLAs, customer insights, and digital data to prioritize improvements and support customer segmentation strategies.
• Experience working with CRM, ERP, customer service, workflow, and analytics tools (for example ZenDesk, C4C, SAP), with the ability to adopt and embed new digital, automation, and AI-enabled technologies into daily operations.
• Ability to identify inefficiencies, segment service needs, and implement scalable solutions that improve both customer satisfaction and operational performance.
• Demonstrated curiosity and confidence in exploring new digital tools, automation opportunities, and AI-assisted solutions to improve team effectiveness and customer experience.
• Excellent leadership and communication skills, with experience engaging global teams and stakeholders.

Skills

• Proven experience leading customer service, customer success, or operations teams.
• Strong track record leading transformation, process improvement, or continuous improvement initiatives with measurable business and customer impact.
• Experience leading cross-functional projects that improve customer experience, simplify operations, and support organizational change.
• Strong analytical skills with experience using KPIs, SLAs, customer insights, and digital data to prioritize improvements and support customer segmentation strategies.
• Experience working with CRM, ERP, customer service, workflow, and analytics tools (for example ZenDesk, C4C, SAP), with the ability to adopt and embed new digital, automation, and AI-enabled technologies into daily operations.
• Ability to identify inefficiencies, segment service needs, and implement scalable solutions that improve both customer satisfaction and operational performance.
• Demonstrated curiosity and confidence in exploring new digital tools, automation opportunities, and AI-assisted solutions to improve team effectiveness and customer experience.
• Excellent leadership and communication skills, with experience engaging global teams and stakeholders.

Benefits

• Generous PTO
• 401K Match
• Wellness Reimbursement
• Parental Leave
• Career Development
• Company paid and voluntary Life and AD&D Insurance
• Short and long term disability
• Paid Holidays

Pay

• Annual Base Salary Range: $100,000.00 to $150,000.00.

Schedule

• This is an in office position based at our Princeton site.