Director of Customer Service Operations
Job Summary
Leading customer support operations, the full-time salaried Director of Customer Service Operations will manage BPO partners and internal support teams, drive strategic scaling efforts, and enhance service delivery while working remotely.
Key Responsibilities
- Lead and direct daily operations of the customer support organization to ensure superior service delivery and quality
- Design and implement customer-centric support interfaces, processes, automation, and KPIs
- Develop and execute a strategy to scale the support organization cost-effectively through automation and strategic outsourcing
Required Qualifications
- BA/BS degree or equivalent practical experience
- 8-10 years of total experience with 5+ years in managing regional or global support teams
- Experience in launching or managing an outsourced BPO delivering customer-facing services
- Prior work experience with Amazon Connect, Amazon Q, and Amazon LEX applications is highly desirable
- Multilingual with English and Spanish; Portuguese is a plus
Complete Job Description
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