Director, Customer Service

Role overview

This opening is posted on behalf of a partner organization that oversees applications and all subsequent hiring steps. The employer is seeking a Director, Customer Service in the United States.

In this leadership role, you will guide and expand a high-performing customer service function that supports both individual and institutional customers in a rapidly growing, highly regulated setting. The position focuses on delivering operational excellence across multiple support channels while protecting compliance, strengthening customer experience, and continuously improving performance.

You will make effective use of AI-enabled tools, automation, and data analysis to streamline service operations, increase efficiency, and improve customer satisfaction. Partnering with teams across the business, you will help ensure customer insights inform strategic priorities and operational choices. The role offers the chance to define service direction, develop strong teams, and introduce innovation at scale. It suits someone who pairs strategic thinking with practical execution and is comfortable in a fast-moving growth environment.

Key accountabilities

• Oversee customer service operations across phone, email, chat, and digital support channels, ensuring the team delivers accurate, compliant, and customer-centered service.
• Create and manage performance measurement frameworks covering CSAT, NPS, first-contact resolution, service-level performance, and efficiency indicators.
• Maintain compliance with relevant healthcare regulations, privacy obligations, and quality requirements while keeping the operation audit-ready and sound.
• Recruit, coach, develop, and retain strong teams through structured learning plans, performance coaching, development programs, and succession planning.
• Promote a workplace culture built on ownership, customer focus, innovation, and continuous improvement at every level of the function.
• Develop training programs that improve product knowledge, communication, issue resolution, and regulatory understanding.
• Own Voice of the Customer programs and use feedback plus analytics to uncover patterns, improve journeys, and strengthen service delivery.
• Lead operational improvement initiatives using Lean, Six Sigma, automation, and AI-based solutions to increase scalability, productivity, and customer outcomes.
• Assess, deploy, and improve CRM systems, workforce management tools, and customer support technologies that can support growth.
• Work closely with Operations, Sales, Product, Technology, Quality, Compliance, and other stakeholders to align service priorities with business goals.
• Provide executive-level reporting and practical insights that support strategic decisions and organizational performance.

Requirements

• A bachelor’s degree in Business Administration, Operations Management, or a similar discipline.
• At least 8 years of progressive leadership experience in customer service, with a minimum of 3 years at director level managing large, multi-channel operations.
• Proven ability to build, grow, and lead high-performing service teams in complex, fast-paced environments.
• Hands-on experience implementing and optimizing CRM platforms, workforce management systems, AI-enabled service tools, and customer support technologies.
• Strong command of customer service metrics such as CSAT, NPS, first-contact resolution, service levels, and productivity indicators.
• Demonstrated success improving operations through Lean, Six Sigma, or similar process improvement approaches.
• Experience in healthcare, pharmacy, or another highly regulated industry is a plus.
• Excellent leadership, coaching, stakeholder management, and cross-functional collaboration skills.
• Strong analytical and problem-solving capability, with the ability to turn data into strategic action.
• Very strong communication and executive presentation skills, including the ability to influence at all levels of the organization.
• Adaptability, resourcefulness, customer orientation, and the ability to manage complexity in a changing environment.

Benefits

• Competitive pay package.
• Full medical, dental, and vision coverage.
• Retirement savings plan with employer matching.
• Paid time off plus company-recognized holidays.
• Wellness-oriented programs and employee health support.
• Access to specialized benefits and services connected to healthcare.
• Opportunities for career growth, leadership development, and professional advancement.
• A collaborative, innovative, mission-driven workplace.
• The chance to contribute meaningfully in a fast-growing organization.
• Exposure to advanced technology, AI-driven solutions, and large-scale operational transformation.

Application and selection process

Applications are reviewed through an AI-supported matching process designed to assess candidates fairly and quickly against the role’s core requirements. The strongest matches are shortlisted and shared with the hiring company, whose internal team manages interviews, assessments, and final decisions.

Privacy and data notice

By applying, you agree that your personal data may be processed to evaluate your application and share relevant details with the hiring employer. This is done on the basis of legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

AI tools may also be used during parts of the hiring workflow, such as resume review, response analysis, and consistency checks based on the information provided. These tools support the recruitment process and do not replace human judgment. Final hiring decisions are made by people. Contact the recruiter for more information about data handling.