Director of Customer Service

Job Summary

Leading the patient-direct and institutional service organization, the full-time salaried Director of Customer Service will oversee operational excellence, performance architecture, and compliance integrity while driving high-quality service delivery in a remote environment.

Key responsibilities

• Direct daily service operations to ensure accurate and empathetic support across all channels, utilizing AI-assisted tools for optimization
• Build and govern a metrics framework to monitor service performance, ensuring accountability and fostering a culture of continuous improvement
• Recruit and develop a high-performing team, establishing career pathways and training programs to enhance service capabilities and uphold company values

Required qualifications

• 8+ years of progressive customer service leadership experience, including 3+ years at the director level in multi-channel operations
• Proven track record in building and developing high-performing teams with measurable outcomes in customer satisfaction and operational efficiency
• Experience with CRM systems and AI tools, as well as workforce management platforms to enhance service performance
• Bachelor's degree in Business Administration, Operations Management, or a related field; experience in healthcare or a regulated industry is a plus
• Solid understanding of Lean, Six Sigma, or equivalent process improvement methodologies