Director of Customer Service

Responsibilities

The Director of Customer Service is a leadership role responsible for designing and leading a modern, data-driven, and highly automated customer service organization. This role oversees all customer service operations, leveraging technology, analytics, and best-in-class processes to deliver an exceptional end-to-end customer experience across all Hamilton Company business channels.

The Director sets the vision and operating model for customer service, with a strong focus on automation, self-service, AI-enabled tools, workforce optimization, and continuous improvement. This role is accountable for measurable gains in first-contact resolution, customer satisfaction, Net Promoter Score, operational efficiency, and employee engagement.

Essential Job Functions:

1. Strategic Leadership

• Establish and drive a long-term customer service strategy aligned with Hamilton Company's business objectives and growth plans.
• Set the strategic direction for customer service operations in alignment with broader business objectives.
• Develop, implement, and maintain customer service policies, procedures, and standards.
• Define and communicate the customer service vision and roadmap across the organization.

2. Team Management:

• Lead, mentor, and develop customer service specialists and representatives.
• Identify training needs and develop programs to enhance team performance and capability.
• Foster a high-performing, customer-centric culture focused on accountability and continuous improvement.

3. Operational Oversight:

• Own day-to-day customer service operations to ensure consistent, high-quality support across all channels (phone, email, chat, Hub Spot, ERP, web, and other digital platforms).
• Monitor key customer service performance metrics and identify opportunities for improvement.
• Implement workforce management practices (forecasting, scheduling, real-time management) to optimize coverage, productivity, and service levels.
• Establish and continuously refine standard operating procedures (SOPs) to reduce variability, rework, and hand-offs. Oversee the resolution of escalated customer issues, acting as a point of contact for complex or sensitive cases.

4. Technology & Process Optimization:

• Drive digital transformation initiatives within customer service, including the evaluation and implementation of AI enabled tools and automation.
• Design and optimize end-to-end processes where possible - Partner with IT and Business Systems to ensure robust integrations between CRM (e.g., Hub Spot), ERP, logistics, and other core platforms.
• Oversee systems for capturing, tracking, and analyzing customer feedback, inquiries, and service metrics.
• Standardize and continuously improve processes to increase efficiency, reduce handoffs, and improve first-contact resolution.
• Build and maintain dashboards and reporting to provide real-time visibility into performance, trends, and risk areas.

5.

Cross-Functional Collaboration:

• Partner closely with Sales, Logistics, Product Management, Production, Technical Support, Finance, and other departments to improve the end-to-end customer journey.
• Establish closed-loop feedback mechanisms to turn customer feedback (surveys, complaints, product issues) into actionable insights for Sales, Product Management, Engineering, and operations.
• Represent the Customer Service function in cross-functional projects and business reviews

6. Budget & Resource Management:

• Develop, manage, and optimize the customer service departmental budget.
• Ensure appropriate staffing levels, tools, and resources to meet service level expectations.
• Support workforce planning and capacity management based on demand trends.

• Proven experience in building or transforming centralized customer service organizations in a complex, technical, or multi-business-unit environment.
• Demonstrated track record of setting strategy, implementing standard processes, and delivering measurable improvements in key performance indicators (KPIs)
• Proven ability to build strong partnerships with Business Unit Leaders, Sales, Technical Support, Finance, Operations, and other stakeholders.
• Strong analytical skills; uses metrics and data to guide decisions and…