Director, Customer Service

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To lead, mentor and direct customer success teams to ensure optimal customer experiences, drive customer satisfaction and ensure timely and effective CS processes. Our Director,scriptions

Manageall major order channels and processes, such that they can effectively understand KPIs, budget planning, and resource allocation, recommend process improvements, plan and execute automation initiatives, and perform triage for process failures and escalations. This technology‑driven role balances deep departmental knowledge with a broader understanding of cross‑departmental operations and business goals, driving change across the organization. Being customer‑centric, technologically innovative, and assertive with strong interpersonal skills is critical for success.

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre‑tax Transit Program
• PTO Bank
• Paid Holidays
• Paid Diversity Days
• Volunteer Time Off
• Referral Bonus Program
• $('[src', 'Competitive wage ($95, annually)')]
• Hybrid work schedule

• Partner collaboratively & build health relationships with individuals across the organization.
• Keep up‑to‑date on the latest technology and CS trends.
• Responsible for CS service expansions, including new CS support programs, new business plans and/or domains.
• Project‑manage technology and automation implementations, including system integrations through EDI, CXML and APIs, and automations through chatbots, ERP workflows, AI/Agentic studios or other technologies for data processing, customer experience & triage.
• Lead system upgrades and conversions that impact CS processes or resources, directing test plans, reviewing new processes and providing effective direction for optimization.
• Conduct ongoing data analysis, statistical analysis & reporting of CS metrics.
• Effective budget management & managing operational costs.
• Define and implement team objectives, developing short‑term and long‑term plans and programs, together with supporting budget requests.
• Responsible for all resources and business performance of Customer Success, including hiring, training oversight, incident resolution, attendance adherence, and throughput of all virtual and human resources.
• Provide coaching to direct reports regarding management skills, motivational and accountability techniques, and effective process and automation development.
• Develop plans for new technology.
• Develop and implement corporate policy regarding customer initiatives.
• Consult with all segments of management responsible for policy or action, ensuring compliance.
• Analyze data continually for process improvement.
• Implement ISO & QA processes & improvement efforts.
• Personal review of every escalation and determination of additional CI requirements.
• Regularly review team performance and reporting.
• Work travel when required, up to 10% of work availability.

• Effective budget management skills & budgets.
• Ability to draft proposals and statements of work.
• Ability to understand, plan and direct automations that depend on technologies commonly used in Customer Relationship Management.
• Ability to work overtime when needed.
• Ability to work as an individual contributor as well as a strategic leader.
• Ability to support sales efforts that include CS support services.
• Ability to manage multiple projects simultaneously.
• Account management skills.
• Excellent presentation skills.
• Proven track record in Customer Service.
• Success in developing, motivating and leading a high‑performance CS team.
• Strong customer focus.
• Strong focus on automation and technology.
• Ability to manage change.
• Team oriented.
• CAM excellent verbal communication skills.
• Problem solving skills.
• Ability to see the “big picture.”
• Ability to set goals and meet them.
• Ability to handle pressure and meet deadlines.
• Ability to analyze complex operational problems, develop innovative solutions, and align them with the organization’s strategic objectives.
• Strong critical…