Director of Customer Service

Position Summary

The Director of Customer Service is a key operational leadership role responsible for the execution, delivery, and continuous 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 achieve defined service standards and customer experience objectives.

Essential Functions

• Establish and oversee Customer Service strategy execution by defining service standards, performance metrics, and KPIs across all customer channels (phone, email, social media, live chat, etc.), driving continuous improvement in service delivery and customer experience.
• Advocate 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.
• Develop, 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 empower talent at all levels, ensuring the organization’s management depth grows alongside business expansion.
• Manage and optimize Customer Service operations, including workforce planning, resource allocation, and capacity management, to meet service level agreements and business objectives.
• Drive fiscal excellence 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 journey across all channels (Natural, FDM, Professional, Marketplaces, Web, International, Social, etc.) to ensure consistent and seamless customer engagement.
• Architect and oversee 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 outcomes.
• Evaluate and mitigate compliance with regulatory, legal, and company requirements.
• 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 enable service-driven sales and conversion initiatives, measuring impact through defined OKRs.

Position Qualifications

• Create Vision & Strategic Intent - Translate team’s vision into clear objectives and key results, aligning with long-term company goals. Continually seek ways to enhance competitive advantage, drive efficiency, and improve processes. Align team's strategy with overall company strategy and create a compelling vision that inspires and motivates people.
• Foster Integrity and Trust - Earn and maintain team's trust through honest communication, transparency, consistency and fairness. Lead by example, prioritize doing the right thing, even when it’s difficult, and follow through with ethical principles. Demonstrate accountability and owning mistakes. Ensure transparency by openly communicating about successes and failures, creating a culture of learning rather than blame.
• Effective Communication - Actively listen with curiosity, show genuine interest in others' perspectives, and provide clear, concise feedback. Communicate with empathy, encourage diverse opinions, and foster inclusive dialogue. Nonverbal cues, like positive body language and eye contact, reinforce message. Balance assertiveness with respect, offering and receiving constructive feedback to maintain a supportive and collaborative environment.
• Demonstrate Business Acumen - Understand company operations and objectives, guide team on steps to success. Analyze performance metrics and market trends to make informed decisions and adapt to changes. Optimize spending, manage costs, and develop strategies to enhance profitability. Foster a results-oriented culture, keeping team focused on key initiatives and delivering measurable outcomes.
• Build a Culture of Accountability - Take responsibility for actions, foster trust, and ensure transparency by communicating openly about successes and failures. Set clear expectations, provide resources, and follow through on commitments, demonstrating reliability. Encourage team members to own their roles, give constructive feedback, and recognize contributions to motivate and empower them.
• Use Intellect & Critical Thinking - Grasp complex information, identify patterns, and balance research with swift decision-making. Distill data to uncover core issues, use systems thinking to understand organizational impacts, and make sound judgments even amid uncertainty.
• Collaboration - Collaborate across teams, departments, and levels to ensure alignment and smooth handoffs. Seek diverse perspectives, value all voices, and create a safe space for sharing ideas. Drive collective success by fostering open communication, joint problem-solving, and a team-first mindset.
• Takes Initiative - Identify opportunities, innovate, and drive continuous improvement. Inspire culture of proactive problem-solving, motivating team to be self-driven and resourceful, ensuring organization stays ahead in achieving goals.
• Possess Self Awareness & Social Intelligence - Be self-aware and foster strong relationships by responding appropriately to social situations. Model humility and openness, creating culture of trust and transparency. Motivate others, promote collaboration, and make team members feel valued through empathy, active listening, curiosity, clear communication, and recognition.
• Coach, Develop, Mentor and Provide Feedback - Invest in team's growth through regular feedback, personalized guidance, and skill-building opportunities. Foster supportive environment for learning, empower team members in their development, and build strong, mentoring relationships. Commitment enhances skills, confidence, and team cohesion, contributing to culture of continuous 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.
• Able to interpret and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Demonstrate influential relationships skills at all levels. Able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Evidence of well-developed leadership skills.
• Bachelor’s degree in business or related field required or equivalent experience.
• At least five years of related Customer Service leadership experience required.