Director of Customer Service

For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities. We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution. At our core, we are a people-first company, empowering our customers to support public servants, communities, and the talented teams that bring our platform to life.

The successful candidate will work onsite at our Draper location Monday through Friday. This role reports directly to the Chief Operating Officer and serves as a strategic thought partner, critically evaluating systems, workflows, data, and tooling to redesign them for the next stage of growth. You will own the department’s AI transformation, embedding intelligent automation and agentic self-service into customer interactions.

Responsibilities

• Own and champion the department’s AI strategy, deploying AI-powered chatbots, intelligent call and case routing, and agentic self-service tools to reduce handle times and deflect volume while improving customer experience.
• Develop and deliver a digital-first customer service model that shifts routine interactions to automated and self-service channels, reserving human expertise for high-value work.
• Evaluate and operationalize new technologies, building business cases and measuring impact against clear KPIs.
• Diagnose and re-engineer existing processes, tools, staffing models, and knowledge resources to identify what works, what doesn’t, and what should be rebuilt.
• Establish, monitor, and continuously improve operational metrics such as CSAT, first-contact resolution, abandon rate, NPS, case aging, and service level.
• Own end-to-end contact center operations across all products and channels, designing scalable systems and workflows that grow efficiently with the customer base and product portfolio.
• Build workforce planning, forecasting, and hiring models that align staffing to volume across queues, shifts, time zones, and product lines.
• Act as a strategic thought partner to the Chief Operating Officer, translating service center data and customer insights into recommendations that shape company strategy.
• Lead, mentor, and scale a multi-tier customer service organization, fostering a culture of collaboration, accountability, and continuous improvement.
• Provide management, guidance, and support to the team, creating meaningful career growth and development paths for team members.
• Support the team through complex customer escalations, ensuring resolution for both the customer and the team member.
• Build and maintain relationships with other organizational units critical to support success.

Requirements

• 8+ years of progressive experience in customer success, customer support, or customer operations, including 3+ years of people leadership at the manager, director, or senior director level.
• Hands-on experience owning AI and automation initiatives, including deployment or leadership of AI/self-service tooling, with measurable results.
• A proven track record of building, leading, and scaling customer service teams in SaaS, technology, or other fast-paced environments at scale.
• Deep expertise in modern contact center metrics and mechanics, including call and case volume forecasting, staffing and shift planning, service levels, occupancy, abandon rate, and first-contact resolution.
• Fluency in outcome-based measures of AI-enabled service, such as resolution rate, containment, and cost per resolved contact, rather than deflection volume alone.
• High comfort level diagnosing operational problems and redesigning processes, tooling, and workflows from the ground up.
• Ability to operate as a strategic thought partner to senior executives, with strong communication skills to influence at the leadership level.
• Dedication to coaching and developing leaders and individual contributors, both in-person and remotely, across time zones.
• Strong organizational skills and experience managing competing priorities and co-located, remote, and international teams.
• Proficiency with modern service tooling (e.g., Google Workspace, DialPad for telephony, Salesforce for case management).

Benefits

• Comprehensive benefits package (medical, dental, vision, etc.) for full-time employees.
• Generous PTO to support work-life balance.
• Remote working opportunities.
• 401K matching.
• Autonomy to grow and find your career path with supportive leadership.
• 12-week paid parental leave.
• Inclusive and diverse environment.