Director of Customer Service

The Director of Customer Service is the executive leader accountable for Curacao customer service strategy, servicing operations, customer experience, digital self-service, payment servicing, complaint resolution, contact center performance, and cross-functional execution across the Finance Group.

The Director of Customer Service establishes the vision, operating model, performance standards, and transformation roadmap for customer service across all channels and servicing sites. The Director leads the customer relationship from account activation through the duration of the customer life cycle, with responsibility for creating consistent, low-friction service experiences that support customer retention, payment resolution, compliance, and long-term value.

This role operates at an executive level and translates company strategy into measurable operating results. The Director provides leadership across live agent operations, Virtual Agent, IVR, CRM, email, SMS, chat, customer portal, secure payment channels, complaints, escalations, and future AI-enabled capabilities. The Director is expected to combine strategic judgment, operational discipline, technology fluency, financial ownership including profit and loss budget ownership, and executive communication.

The Director leads through managers and senior leaders, builds high-performing teams, owns department budget and vendor performance, and partners closely with Information Technology, Collections, Payments, Risk, Fraud, Legal, Compliance, Marketing, Store Operations, Human Resources, and other business leaders. The role represents the voice of the customer in executive decisions and ensures that service strategy supports both customer outcomes and company performance.

• Set and execute the enterprise Customer Service vision, strategy, operating model, service standards, and multi-year transformation roadmap.
• Serve as the executive voice of the customer by identifying friction, unresolved disputes, recurring failure points, and opportunities to improve customer journeys.
• Establish governance for customer experience, complaints, escalations, service recovery, knowledge management, and cross-functional ownership of customer issues.
• Define channel strategy so customers receive consistent service across live agents, Virtual Agent, IVR, CRM, email, SMS, chat, customer portal, and other servicing channels.

• Direct Customer Service operations across internal and external servicing sites, including U.S.
  
  -based and international teams, and ensure appropriate staffing, workload allocation, and leadership coverage.
• Own performance against service and business metrics, including service level, abandon rate, transfer rate, first contact resolution, customer satisfaction, quality assurance, complaint cycle time, payment resolution, productivity, cost per contact, and digital containment.
• Establish executive reporting, operating reviews, root cause analysis, action plans, and accountability routines that convert data into timely decisions and measurable improvements.
• Maintain business continuity, escalation readiness, and operating controls for high-volume periods, system disruptions, and material customer-impacting events.

• Lead the continued digitalization of servicing, including CRM, Virtual Agent, customer self-service, secure payment links, automated communications, speech analytics, knowledge management, workflow automation, customer data capabilities, APIs, and future AI-enabled tools.
• Sponsor technology initiatives from business case and requirements through vendor selection,…