Director of Customer Service

Overview

Here’s the deal:
Our client runs a national, multi-location distribution business with customer service decentralized across nine regions. They need a seasoned Director to standardize the customer experience
, unify processes, transform the business, and lead people—so every customer gets the same high-caliber service whether they’re in Boston or Dallas
.

• One voice, one way: Create uniform standards across nine independently run customer service groups; drive consistency for escalations, policies, and communications.
• Build the “central nervous system”: Become the subject-matter expert for how the company faces customers—document, standardize, and scale best practices across functions.
• Drive change in a legacy environment: Treat this like a start-up build within a mature business. Challenge the status quo, modernize workflows, and lead through change.

• People & culture: Mentor and professionalize a distributed team. Inspire camaraderie and collaboration; co-create training and coaching programs that stick.
• Operations: Stand up a clear operating model for ordering, delivery, returns, credits, and escalations. Ensure one playbook is used everywhere.
• Cross-functional relationships: Partner with Sales, Operations, Quality, Purchasing, Warehouse, and Distribution Center leadership to keep the end-to-end experience tight.
• Data-driven improvements: Track customer KPIs (first-contact resolution, order accuracy, on-time delivery, NPS) and use insights to sharpen decisions and fix root-cause issues.
• Consistency across nine regions
  —one standard for handling issues and escalations.
• A documented playbook with training that raises baseline performance across teams.
• Better decisions, faster: Exercise strong judgment to make customer-smart choices that are also smart for the business.
• Bench strength: Build leaders and a pipeline below the senior tier; mentor and level-up managers.

• Two Customer Service Managers will be direct reports.
• Collaborate with nine General Managers who run distribution centers (historically managed their own P&L, including customer service).

• Remote role with travel to meet teams; ~25% in the beginning, then decreasing as standards take hold.

• Seasoned operator who has led decentralized service teams and driven enterprise-wide standardization
  .
• Change leader comfortable challenging norms—clear communicator who documents and scales what works.
• Entrepreneurial mindset inside a larger company—hands-on, scrappy, and outcomes-obsessed.
• Culture builder who can rally teams, create camaraderie, and raise the bar through training and coaching.
• Sharp judgment
  —balances customer wins with business realities.
• Bonus backgrounds: Hospitality or travel industries
• CRM, call-center platforms, dispatch/logistics systems; familiarity with order management and returns workflows.
• Experience in high-volume distribution or last-mile environments; continuous improvement credentials (e.g., Six Sigma)
• Call Center experience

The client offers medical, dental, vision, up to 15 days of PTO

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers