Director of Customer Service Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Service Operations based in the United States.

The Director of Customer Service Operations will lead and strengthen Customer Success and Customer Matching operations within a growing, technology-enabled business. This hands‑on leadership role combines strategic planning with frontline involvement to improve service quality, operational efficiency, and the overall customer experience. You will oversee managers and individual contributors, establish clear performance standards, and build scalable workflows that support consistent, high‑quality service.

By leveraging customer feedback, operational data, technology, and automation, you will identify opportunities to improve capacity and reduce manual work. Working closely with Product, Data, and Operations teams, you will drive measurable improvements while fostering accountability and professional development. The ideal candidate is a decisive, customer‑focused leader who can bring structure to a changing environment and build a team that delivers sustainable results.

• Operational Strategy and Performance:
  Own service quality, capacity, and performance across Customer Success and Matching, establishing clear metrics and translating customer insights and performance data into actionable priorities.

• Continuous Improvement
  
  Roadmap:
  
  Develop and manage a focused improvement roadmap covering processes, technology, automation, and staffing. Partner with Product, Data, and Operations teams to test initiatives, measure outcomes, and determine whether to scale, adjust, or discontinue them.

• Customer Matching Operations:
  Lead and improve the end‑to‑end matching process, establishing clear standards, accountability, and performance measures for speed, completion, and quality.

• Customer Service Management:
  Oversee customer support across phone, email, SMS, and other channels, setting standards for service quality, coverage, responsiveness, and operational capacity.

• Workflow and Technology Optimization:
  Identify and implement process and technology improvements that enhance matching quality, increase capacity, and reduce manual effort.

• Routing and Escalation Management:
  Improve workflows, routing, handoffs, escalation procedures, and documentation to ensure work reaches the appropriate owner and customers receive timely support.

• Data-Driven Decision-Making:
  Use customer feedback, demand trends, and operational performance data to guide decisions about staffing, process improvements, automation, and service delivery.

• Team Leadership and Development:
  Lead, coach, and develop team leads and individual contributors, establishing clear expectations, ownership, accountability, and performance management practices.

• Hiring and Onboarding:
  Strengthen recruitment, onboarding, team routines, documentation, and backup coverage to distribute responsibilities effectively and maintain operational continuity.

• Frontline Engagement:
  Step into customer interactions and matching activities during staffing gaps, urgent situations, or learning periods. Apply firsthand insights to improve processes and return ownership to the team.

• Cross-Functional Collaboration:
  
  Influence senior stakeholders and collaborate across teams to align priorities, resolve operational challenges, and deliver measurable business outcomes.

• First 90 Days:
  Build a comprehensive understanding of customers, teams, systems, and performance; establish baseline metrics; clarify priorities and ownership; identify staffing and onboarding needs; and launch at least one measurable improvement initiative.

• First Six Months:
  Establish consistent workflows and…