Director of Customer Service

Director Of Customer Service

The successful candidate will work onsite at our Draper location Monday through Friday. For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities. We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in Gov Tech.

We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.

At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.

NEOGOV is looking for a Director of Customer Service who can take the organization to its next level of scale and efficiency. Reporting directly to the Chief Operating Officer, they will serve as a strategic thought partner who looks critically at the systems, workflows, data, and tooling underpinning the service center, and who has the operational depth and scaling experience to redesign them for the next stage of growth.

They will own the department's AI transformation, embedding intelligent automation and agentic self-service into how we serve customers. If you are energized by a best-in-class, digital-first, data-driven customer service engine during a period of rapid, multi-product growth, this role is for you.

• Own and champion the department's AI strategy deploying AI-powered chatbots, intelligent call and case routing, and agentic self-service tools to reduce handle times and deflect volume while improving the customer experience.
• Develop and deliver a digital-first customer service model that shifts routine interactions to automated and self-service channels and reserves human expertise for high-value work.
• Evaluate and operationalize new technologies, building the business case and measuring impact against clear KPIs.
• Diagnose and re-engineer existing processes, tools, staffing models, and knowledge resources that bring an operator's eye to what is working, what is not, and what should be rebuilt.
• Establish, monitor, and continuously improve the operational metrics that define service quality (CSAT, first-contact resolution, abandon rate, NPS, case aging, and service level).
• Own end-to-end contact center operations across all products and channels designing systems and workflows that scale efficiently as the customer base and product portfolio grow, rather than simply adding headcount.
• Build workforce planning, forecasting, and hiring models that align staffing to volume across queues, shifts, time zones, and product lines.
• Act as a strategic thought partner to the Chief Operating Officer, translating service center data and customer insights into recommendations that shape company strategy.
• Lead, mentor, and scale a multi-tier customer service organization fostering a culture of collaboration, accountability, and continuous improvement.
• Provide overall management, guidance, and support to the team, and create meaningful career growth and development paths for team members.
• Support the team through complex customer escalations, helping both the customer and the team member reach resolution.
• Build and maintain relationships with other organizational units critical to support success.

• 8+ years of progressive experience in customer success, customer support, or customer operations, including 3+ years of people leadership at the manager, director, or senior director level.
• Hands-on experience owning AI and automation initiatives and deployed or led the deployment of AI/self-service tooling and can speak to the results.
• A proven track record of building, leading, and scaling customer service teams in SaaS, technology, or other fast-paced environments (you have done this at scale before, not just maintained a steady state).
• Deep expertise in the metrics and mechanics of a modern contact center, including call and case volume forecasting, staffing and shift planning, service levels, occupancy, abandon rate, and first-contact resolution, complemented by fluency in the outcome-based measures that define AI-enabled service (resolution rate, containment, cost per resolved contact) rather than deflection volume alone.
• High level of comfort diagnosing operational problems and redesigning processes, tooling, and workflows from the ground up.
• The ability to operate as a strategic thought partner to senior executives, with the communication skills to influence at the leadership level.
• Dedication to coaching and developing leaders and individual contributors, both in-person and remotely, across time zones.
• Strong organizational skills and experience managing competing priorities and co-located, remote, and international teams.
• Strong proficiency with modern service tooling (we use Google…