Director of Customer Service Operations

Job Summary

Leading a dynamic customer service team, the full-time remote Director of Customer Service Operations will manage service quality, enhance customer matching processes, and develop team capabilities while utilizing data-driven insights to optimize performance and operations.

Key Responsibilities

• Own service quality and performance across Customer Success and Matching, establishing clear measures and improvement roadmaps
• Enhance end-to-end customer matching operations and implement process and technology improvements to increase efficiency and quality
• Lead, coach, and develop team leads and individual contributors, ensuring clear expectations and accountability within the team

Required Qualifications

• 10+ years in customer-facing operations with direct responsibility for service, quality, capacity, and performance
• 3+ years in a people leadership role, managing frontline individual contributors and developing leaders
• Experience building or improving service operations, including workflows, ticketing, and reporting
• Strong business judgment with the ability to make decisions using customer insights and data
• Proven track record of using process improvements and technology to enhance service quality or capacity