Director, Customer Relations

At 4over, we are committed to building a diverse and inclusive workplace welcoming to people of all backgrounds. We take pride in fostering a safe environment for all employees.

We're seeking a strategic and results-driven Customer Relations Director to lead and scale our Customer Care Relations organization. This leader will be responsible for leading and scaling a high-performing customer service team while driving initiatives that enhance the overall customer experience both during and post purchase, while driving initiatives that improve customer satisfaction, retention, operational efficiency, long-term customer value, and supporting company growth.

Reporting to the VP, eCommerce and Customer Experience, this role is responsible for ensuring every customer interaction reflects our commitment to service excellence.

$140,000 - $170,000 annually.

At this time, we are not engaging with agencies or third-party recruiters.

• Lead, mentor, and develop Customer Support Managers, Supervisors, and team members while fostering a high-performing, customer-first culture.
• Build scalable organizational structures, processes, and development plans to support future growth.
• Coach leaders through performance management, career development, and succession planning.
• Create an environment focused on accountability, collaboration, and continuous improvement.

• Champion the voice of the customer across the organization and drive initiatives that improve customer satisfaction and loyalty.
• Establish customer experience standards and ensure consistent service delivery across multiple locations.
• Oversee customer escalations, identify root causes, and implement long-term solutions.
• Continuously evaluate customer touchpoints and recommend improvements that enhance the overall customer journey.

• Lead continuous improvement initiatives to streamline workflows, increase efficiency, and improve service levels.
• Develop standardized processes and best practices that create consistency across teams and locations.
• Drive operational excellence through process optimization and performance management.

• Establish, monitor, and analyze KPIs related to customer satisfaction, response times, service quality, productivity, and team performance.
• Utilize customer feedback and operational data to identify trends, recommend improvements, and drive business decisions.
• Develop executive-level reporting that provides meaningful insights into customer experience and departmental performance.
• Manage forecasting, staffing, and resource planning to support business needs.

• Provide strategic recommendations that support organizational growth and customer success.
• This role partners closely with Operations, Sales, Marketing, Production, and other cross-functional teams to identify opportunities and deliver an exceptional customer experience while building scalable processes that support a growing organization.
• Stay current on industry trends, emerging technologies, and customer experience best practices to continuously evolve the customer care function.

• Bachelor's degree or equivalent combination of education and experience.
• 10+ years of progressive leadership experience in Customer Service, Customer Experience, or Operations.
• 5+ years leading large, multi-site customer service organizations.
• Proven success building, developing, and leading high-performing customer service teams.
• Demonstrated experience improving customer satisfaction, service delivery, and operational performance.
• Strong background in process improvement, change management, and continuous improvement initiatives.
• Experience utilizing KPIs, analytics, and customer insights to drive business decisions.
• Proficiency with CRM platforms and customer service technologies
• Excellent communication, leadership, coaching, and relationship-building skills.
• Experience managing budgets, forecasting, and workforce planning is preferred.

• Passionate about delivering exceptional customer experiences.
• Strategic thinker with a hands-on leadership style.
• Collaborative leader who builds strong cross-functional relationships.
• Data-driven with a continuous improvement mindset.
• Comfortable leading through change in a fast-paced,…