Director Customer Service Operations
Listed on 2026-08-19
-
Customer Service/HelpDesk
Client Relationship Management, Customer Success Management -
Management
Client Relationship Management
Must live in the Fishers, IN, area to be considered, onsite.
The Director of Customer Service Operations is responsible for leading Smart Care's centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.
This leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction. Reporting to the Vice President – Field Support, the Director leads a diverse organization of onshore and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician dispatch, service completion, and issue resolution.
This role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making.
ScopeThe Director provides strategic and operational leadership for:
- Customer Service Contact Center
- National Dispatch Operations
- Customer Support Workforce Management (Forecasting, Scheduling, Capacity Planning)
- Quality Assurance & Performance Management
- Executive Customer Escalations
- Customer Communications
- Customer Experience (CX) Programs
- Customer Operations Reporting & Analytics
- Offshore Business Process Outsourcing (BPO) Partners
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).