Senior Director of Customer Service

Job Summary

A company is looking for a Senior Director of Customer Service.

Key Responsibilities

• Develop and implement a customer service strategy to enhance satisfaction and loyalty
• Lead, mentor, and grow a team of customer service leaders and representatives across multiple channels
• Drive operational excellence by setting performance standards, KPIs, and metrics for the customer service organization

Required Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field; MBA preferred
• 10+ years of progressive leadership experience in customer service or customer experience roles
• Demonstrated success managing large, distributed customer service teams
• Proven ability to develop and execute strategic initiatives that improve customer outcomes
• Deep understanding of customer service technologies, including CRM and omnichannel support platforms