National Director,Customer Service Job Phoenix area,Arizona USA,Management

Accountabilities:

Customer Service Strategy:
Develop and implement a unified customer service strategy, including service-level standards, quality benchmarks, and scalable operating practices across multiple business units.
Process Standardization:
Create repeatable processes, playbooks, and service guidelines that promote consistency while accommodating differences in customer needs, brands, products, and markets.
Performance Measurement:
Establish and monitor key performance indicators, including customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and average handle time, adapting targets to individual business requirements where appropriate.
Operating Model Optimization:
Assess which customer service functions should be centralized as shared services and which should remain decentralized to support local business needs.
Technology and Innovation:
Oversee the selection, implementation, integration, and optimization of CRM systems, ticketing tools, phone and chat platforms, and other customer service technologies.
AI-Driven Modernization:
Lead initiatives that leverage artificial intelligence to modernize existing systems, improve workflows, and increase operational efficiency.
Reporting and Analytics:
Build dashboards and reporting frameworks that provide executive leadership with clear visibility into customer service performance across the overall portfolio and individual business units.
Training and Quality Assurance:
Standardize onboarding, training programs, quality assurance processes, and service delivery practices across teams.
Team Leadership and Development:
Recruit, lead, coach, and develop customer service managers and their teams, establishing an effective leadership structure across multiple locations and brands.
Workforce Planning:
Manage staffing models, scheduling, workforce capacity, and resource allocation to optimize customer coverage, service quality, and operating costs.
Cross-Functional Collaboration:

Partner with Marketing, Product Management, Sales, Commercial Excellence, and business unit leaders, including general managers, vice presidents, and presidents, to align service priorities with broader business objectives.
Customer Escalations:
Serve as an escalation point for complex or high-priority customer issues, ensuring timely resolution and appropriate follow-up.
Executive Communication:
Report on service performance, emerging trends, operational risks, and improvement opportunities to executive leadership.
Change Management:
Lead customer service integration and transformation initiatives associated with acquisitions, new business units, technology changes, and evolving processes.
Continuous Improvement:
Monitor industry developments, customer expectations, and competitive trends to identify opportunities to improve service delivery and strengthen business performance.

Requirements:

Education:

Bachelor’s degree in Business or a related field, or equivalent professional experience.
Leadership

Experience:

At least eight years of progressive customer service leadership experience, including three to five years managing teams across multiple sites, brands, or business units.
Multi-Business Environment:
Experience in a holding company, franchise, multi-brand retail or consumer organization, or private equity portfolio company is strongly preferred.
Strategic Standardization:
Demonstrated ability to establish consistent service standards and processes across diverse teams while preserving appropriate local autonomy.
Stakeholder Management:
Strong ability to influence and collaborate with senior leaders and stakeholders who may not report directly to you.
Customer Experience Expertise: A proven ability to identify customer needs, resolve service…

National Director, Customer Service