Customer Service Department Manager

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A large, established organization in the Tampa Bay region is seeking a Customer Service Manager or Director
, with level determined based on experience and demonstrated scope of leadership.

This role will lead enterprise customer operations across a high-volume, service-driven environment and will focus on strengthening customer experience, optimizing operational performance, and guiding modernization initiatives across multiple service channels.

This opportunity is well suited for a seasoned manager ready for expanded scope or a director-level leader with experience overseeing large, complex customer operations.

The role provides strategic and operational leadership across a broad portfolio of customer-facing functions, with a strong emphasis on leveraging technology to enhance customer service and operational effectiveness
, including:

• High-volume customer contact operations and multi-channel service delivery
• Customer account and transaction management
• Digital customer platforms, self-service tools, and customer-facing systems
• Leadership of technology-enabled process improvements and system implementations
• Cross-functional collaboration with internal operational and technical teams
• Oversight of internal staff and external partners
• Customer experience analytics, service quality measurement, and continuous improvement initiatives

• Lead enterprise customer service and account operations with a focus on quality, efficiency, scalability, and technology enablement
• Drive large-scale system implementations and business transformation initiatives
• Oversee customer contact operations, account processing, and digital platforms
• Partner with internal leaders to align service delivery, operations, technology, and resources
• Manage significant operational budgets and resource planning
• Prepare and deliver briefings for senior leadership and key stakeholders
• Establish performance expectations, accountability, and professional development plans
• Address complex customer issues and develop clear, data-driven recommendations
• Represent the organization in relevant professional forums
• Support operational continuity during special or critical events as required

• Progressive leadership experience in customer service operations, including high-volume or multi-channel environments
• Demonstrated experience leading teams through technology modernization and organizational change
• Strong understanding of customer account management and transactional processes
• Proven ability to lead cross-functional teams and influence outcomes

• 8+ years of relevant experience
• Associate degree + 6 years of experience
• Bachelor’s degree + 4 years of experience
• Master’s degree + 2 years of experience

• Leadership of large, multi-disciplinary teams
• Experience with in complex, process-driven organizations
• Oversight of shared services, customer operations, or enterprise service functions
• Budget ownership and resource management
• Expertise in modern customer service technologies and digital platforms

• Role level (Manager or Director) aligned to candidate experience and organizational need
• Senior leadership opportunity with enterprise-level influence
• Opportunity to shape customer experience through technology and modernization
• Stable organization with long-term operational focus
• Competitive compensation and comprehensive benefits

This is a confidential search
. Employer details will be shared following an initial conversation to confirm mutual interest and alignment. Discretion is expected and appreciated.