Senior Director of Customer Service Operations

About the role

The Senior Director of Customer Service Operations oversees large-scale customer service operations, shaping the department's vision, strategy, and operating model. This role influences enterprise-wide initiatives, drives transformational change, and ensures alignment with company objectives.

Responsibilities

• Develop and execute the customer service operating model, including decisions around onshore, offshore, outsourced, automated, and self-service support capabilities.
• Build and maintain operating rhythms, scorecards, business reviews, service standards, and performance management processes that drive accountability and measurable results.
• Identify drivers of contact volume, customer dissatisfaction, repeat contacts, inefficiencies, and operating costs, and lead initiatives to address root causes.
• Redesign workflows, escalation processes, quality assurance programs, knowledge management practices, workforce management processes, and coaching programs to improve performance and consistency.
• Partner with internal teams to prioritize and implement customer service tools, automation capabilities, AI solutions, and process improvements that enhance customer outcomes.
• Oversee departmental budgets, workforce planning, vendor performance, staffing strategies, and resource allocation to ensure efficient and effective service delivery.
• Use customer, operational, and workforce data to identify trends, prioritize opportunities, measure outcomes, and support informed decision-making.
• Communicate performance, risks, opportunities, and strategic recommendations to executive leadership while driving alignment across key stakeholders.
• Lead large-scale operational and organizational transformation initiatives while recruiting, developing, and leading a high-performing organization of leaders, managers, supervisors, and customer service professionals.

Requirements

• 15+ years of relevant experience, including experience leading divisions, with a Bachelor’s degree or equivalent.
• Deep expertise in large-scale customer service and contact center operations, including: omni-channel support models, workforce management, quality assurance, customer experience, operational performance management.
• Advanced financial fluency, including capital allocation, governance, and compliance at an enterprise scale.
• Comprehensive understanding of the business and market context, enterprise strategy dynamics, and competitive landscapes.

Qualifications

• Strong sense of empathy.
• Enjoy assisting others.
• Thrives in a fast-paced environment.
• Excel at problem-solving.

Skills

• Strategic thinking.
• Leadership.
• Problem-solving.
• Customer service.
• Financial management.
• Operational efficiency.
• Data analysis.
• Communication.
• Change management.

Benefits

• Medical, dental, and vision insurance.
• Life and short- and long-term disability coverage.
• 401(k) retirement savings plan with company match.
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours.
• Two (2) floating holidays per year.
• Paid sick leave.
• Six (6) paid company holidays.
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave.
• Additional wellness and employee assistance programs.

Pay

The expected starting base pay range for this position is $180,000. - $225,000. with full potential base salary range over a successful candidate’s tenure in the position of $180,000. - $270,000. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors. This position may also be eligible for bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan of up to a 30% Bonus Target.

Schedule

This position may be performed remotely in states where the company is authorized to employ individuals.