Director, Customer Engagement
Summit, Union County, New Jersey, 07902, USA
Listed on 2026-10-15
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Management
Operations Management, Change Management -
Business
Operations Management, Change Management
The Director, Customer Engagement leads customer support strategy and operations for CSL’s vaccine business within a highly regulated healthcare environment. This role is responsible for leading the customer support operating model and partnering across Commercial Operations, Finance, Technology, Compliance, and other key functions to deliver exceptional customer experiences, operational excellence, and sustainable business performance. This leader plays a key role in shaping customer engagement capabilities, advancing digital transformation initiatives, and providing operational insights that support strategic business decisions.
The Director, Customer Engagement leads customer support strategy and operations for CSL’s vaccine business within a highly regulated healthcare environment. This role is responsible for leading the customer support operating model and partnering across Commercial Operations, Finance, Technology, Compliance, and other key functions to deliver exceptional customer experiences, operational excellence, and sustainable business performance. This leader plays a key role in shaping customer engagement capabilities, advancing digital transformation initiatives, and providing operational insights that support strategic business decisions.
This is a hybrid role, which offers a combination of an onsite and remote work schedule.
Principal Accountabilities Customer Support Strategy & Operational Excellence- Lead the development, implementation, and continuous improvement of customer support and customer engagement strategies.
- Establish service delivery standards, operating procedures, escalation pathways, and performance metrics.
- Monitor key performance indicators and identify opportunities to improve customer experience, efficiency, and effectiveness.
- Drive operational excellence initiatives that improve service quality and support business objectives.
- Translate customer feedback and operational insights into actionable recommendations.
- Manage departmental budgets, forecasting activities, and resource planning.
- Partner with Finance to support operational reporting and informed business decisions.
- Identify opportunities to improve operational efficiency while maintaining service excellence.
- Evaluate investments that enhance customer support capabilities and operational performance.
- Monitor performance trends and recommend continuous improvement actions.
- Lead, coach, and develop a high-performing customer engagement organization.
- Build leadership capability within the team through coaching, development planning, and succession management.
- Foster a culture of accountability, inclusion, collaboration, and continuous improvement.
- Partner with HR to support talent planning, organizational design, and workforce development.
- Drive employee engagement and retention initiatives.
- Lead automation and digital transformation initiatives that improve customer interactions and operational effectiveness.
- Partner with Technology and Digital teams to enhance systems and customer self-service capabilities.
- Champion innovation and process simplification across customer-facing operations.
- Support implementation of tools that improve reporting, workflow management, and customer experience.
- Partner with Commercial Operations, Finance, Technology, Compliance, Quality, and Legal teams to support business priorities.
- Lead cross-functional initiatives that enhance service delivery and customer satisfaction.
- Ensure customer-facing processes meet regulatory, compliance, and audit standards.
- Support risk identification and…
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