Director of Customer Relations

Job Summary

Owning the strategy and operations for customer escalations and back office functions, the full-time Director of Customer Relations will build a best-in-class escalations operation while leveraging technology and outsourcing to enhance efficiency in a remote setting.

Key responsibilities

• Develop and manage the operating infrastructure for escalations, back office operations, credit reporting, and social media support
• Define a clear vision for the escalations function and drive stakeholder alignment on the roadmap to achieve it
• Implement technology solutions, including AI tools, to improve agent support and resolution quality

Required qualifications

• Demonstrated experience building and scaling customer escalations or customer relations functions from an unstructured state
• Strong analytical mindset with a history of implementing metrics and operational structure in ambiguous environments
• Experience managing outsourced teams as part of the delivery model
• Practical experience leveraging AI in operational settings
• Proficiency with ticketing systems and integrating them with data analytics platforms