Director, Virtual Service Delivery - Consumer Group

About the role

For our client, we are seeking a Director, Virtual Service Delivery - Consumer Group to join the team of a leader in the Consumer Technology space. This leader will own the strategy and execution of a scalable, high-touch service delivery model that blends physical and virtual customer support. The role is focused on creating consistent, quality experiences at scale while improving how customers engage with local service channels. This is a highly cross-functional leadership position that will partner with operational, customer experience, and workforce teams to shape a modern service journey. It is an opportunity to influence the growth of a nationwide service network and ensure operational excellence across multiple formats.

Responsibilities

• Lead the nationwide expansion of physical service locations, optimizing operations.
• Design a scalable, multi-site operational model with a high-touch approach.
• Own and enhance in-store and virtual service delivery to meet customer expectations.
• Implement strategies to improve local customer support through various service formats.
• Collaborate with teams to create intuitive service journeys that align with organizational goals.
• Oversee the sourcing and onboarding of expert teams for all service locations.
• Manage daily operations across service channels, ensuring quality and consistency.

Qualifications

• Experience in service delivery, store operations, or workforce leadership roles.
• Proven ability to build and lead community-based service operations in high-volume environments.
• Demonstrated success in delivering quality, people-centric service experiences at scale.
• Skilled in defining and improving operational processes in fast-paced settings.
• Strong understanding of both physical and virtual customer engagement models.
• Experience managing distributed or seasonal teams with a focus on scheduling and oversight.
• Exceptional communication skills, with a talent for influencing at all levels of the organization.

Pay

$196,500 – $266,000 annually

Benefits

• Competitive compensation package with performance-based rewards.
• Eligibility for cash bonuses and equity rewards.
• Access to comprehensive benefits programs.
• Commitment to equitable pay practices.