Director, Customer Service

About the role

The Director, Customer Service is responsible for directing and overseeing the daily operations in NYRA’s and NYRA BETS Call Center. This role manages a team of individual contributors, including a Manager and Team Leads, and is accountable for conducting effective performance management. The Director also allocates resources to meet objectives and goals of the Customer Service team.

Responsibilities

• Develops tactical and operational plans for the Customer Service team and supports organizational objectives and business goals.
• Drives the execution of customer service strategies and policies to optimize customer satisfaction and operational efficiency.
• Led performance reviews and develops professional growth plans for supervisors and team members.
• Implements data-driven decision-making by analyzing key service metrics and recommending process enhancements.
• Collaborates with senior leadership to align customer service initiatives with broader business strategies.
• Develops and manages customer service budgets, ensuring resource allocation supports operational excellence.
• Recruits, trains, coaches, and motivates agents and supervisors; handles escalations.
• Selects and leverages communication software, AI, and automation.
• Maintains KPIs (AHT, CSAT, NPS, FCR), analyzes data, and implements quality control.
• Manages operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensures the achievement of team goals within established timelines and budgets.

Qualifications

• Minimum Requirements: Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience). 8+ years in call center operations, progressing from manager roles. Minimum 2-4 years in a supervisory or senior management role. Demonstrable success meeting performance metrics in fast-paced environments.
• Knowledge Required: Exceptional leadership, communication (verbal/written), problem-solving, and interpersonal skills. Proficiency with call center platforms, plus data analysis tools. Deep understanding of call center operations and industry best practices. Proficiency in call center metrics and data analysis. Adaptability, resilience, strategic thinking, and emotional intelligence.

Summary of Physical Requirements and Work Environment

The Director, Customer Service role is primarily sedentary and performed in an office or office-like environment with no special physical demands required. The position involves extended periods of sitting with intermittent standing and walking, as well as occasional bending, reaching, and other routine movements typical of a professional workplace. The role requires regular hand manipulation, including daily typing and repetitive hand movements while working on a computer. Occasional light lifting (generally up to 10 lbs., and infrequently up to 30 lbs.) may be required. The work environment does not typically expose the employee to hazardous conditions. There is minimal exposure to environmental hazards such as moving mechanical parts, fumes, extreme weather, or high-risk work areas. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Pay Range / Salary

$126,000– $189,000 annually