Director of Customer Service

Overview

A partner organization based in the United States is seeking a Director of Customer Service to spearhead strategy, operations, and ongoing improvements for a sizeable customer service division focused on healthcare data solutions. This leadership position is designed to enhance service quality, scalability, and customer satisfaction across both internal and external touchpoints.

Key Accountabilities

• Develop and implement the customer service strategy aligned with company goals, enhancing customer experience and meeting operational benchmarks.
• Provide leadership and mentorship to customer service leaders and teams by setting clear performance goals, fostering accountability, and encouraging growth.
• Oversee department-wide metrics including quality of service, response times, productivity, customer satisfaction, issue resolution efficiency, and operational effectiveness.
• Assess and refine customer service policies, systems, and procedures to bolster scalability, consistency, compliance, and service delivery quality.
• Collaborate cross-functionally with operations, sales, product, client success, credit, and collections teams to handle escalated matters and improve overall customer processes.
• Deliver executive-level reports with insights and advice on customer trends, risks in operations, staffing necessities, performance outcomes, and areas for enhancement.
• Manage workforce planning, recruitment, onboarding, training, succession preparation, and initiatives to boost employee engagement.
• Handle budgeting, staffing structures, capacity planning, and resource distribution in support of business demands.
• Drive initiatives for continuous enhancement such as automation, tech optimization, quality assurance improvements, and standardized best practices.
• Ensure all customer service operations comply with internal policies, data privacy regulations, and communication standards.
• Promote a collaborative, inclusive, and results-oriented culture that prioritizes accountability, learning, and customer success.

Candidate Profile

• Over a decade of experience in customer service or related operational fields, including at least five years in leadership roles and minimum two years managing multi-tiered teams.
• Bachelor’s degree preferred in business, healthcare administration, operations, or similar; equivalent professional expertise is acceptable.
• Proven track record of developing service strategies, leading operational changes, and translating goals into tactical projects.
• Strong grasp of customer service operations, contact center standards, performance management, quality assurance, and process optimization techniques.
• Skilled at monitoring key performance indicators, trend analysis, risk identification, and briefing senior management.
• Experienced in managing budgets, staffing plans, workforce logistics, and resource allocation.
• Proficiency with customer support software, reporting tools, and office productivity suites; familiarity with CRM and contact center platforms is advantageous.
• Competence in designing scalable processes and controls that improve operational efficiency and customer outcomes.
• Outstanding communication, stakeholder engagement, and cross-department collaboration abilities.
• Strong problem-solving, analytical, organizational, and prioritization skills suitable for high-paced settings.
• Successful in cultivating, coaching, and sustaining high-performance teams while encouraging diversity, inclusion, and continual progress.
• Excellent verbal and written communication skills in English.

Compensation and Benefits

• Competitive base salary estimated between $140,000 and $160,000 annually.
• Projected total cash compensation of $168,000 to $192,000 including bonuses or commission opportunities.
• Comprehensive benefits covering health-related support and wellness.
• Flexible policies supporting work-life balance.
• Growth opportunities in a dynamic healthcare technology environment.
• Support for professional development and continuous learning.
• An inclusive and collaborative corporate culture valuing innovation and employee advancement.

Additional Information

This role is managed through an AI-facilitated matching process that prioritizes candidates based on core qualifications for swift and objective selection. Final hiring decisions and next steps are executed by the employer directly. The partner company handling this role mandates full compliance with data privacy regulations including GDPR, and uses AI tools to enhance but not replace human judgments in candidate evaluation.