Director, Customer Service Operations

Who is Interactions?

Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, and Shutterfly have millions of successful conversations, resulting in saving operational cost and increasing productivity.

Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

Job Description

The Director, Customer Service Operations is responsible for developing, defining, and executing strategies that enhance customer relationships and drive account growth. This role will focus on both individual account management and the oversight of resources involved in strategy planning, execution, and penetration across a portfolio of accounts. The Director will act as the critical connector for organizational alignment and operational efficiency, ensuring the seamless integration of various teams and fostering a culture of operational excellence. This position does not have direct reports but is pivotal in guiding and enabling teams to achieve strategic goals.

Key Responsibilities:

• Organizational Alignment and Operations: Serve as "The Glue" that ensures cohesive alignment and efficient operations across the organization. Facilitate seamless collaboration between Product Marketing, Technology, Account Management, Customer Service, and Sales teams.

• Execution Focus: Drive the execution of strategic initiatives with a relentless focus on achieving results. Implement accountability tools to measure performance and ensure goals are met.

• Customer Base Nurturing: Collaborate with the marketing team to identify and nurture opportunities within the existing customer base, enhancing customer satisfaction and loyalty.

• Accountability Tools Development: Develop and implement tools and processes that hold teams accountable for their performance and outcomes, ensuring transparency and continuous improvement.

• Team Enablement: Provide the necessary support and resources to enable teams to perform at their best. Ensure teams are equipped with the skills, knowledge, and tools required to succeed.

• Team Integration: Act as a connector, stitching together various teams such as Product Marketing, Technology, Account Management, Customer Service, and Sales to ensure cohesive and effective operations.

• Structural Development: Build and enhance the structure within the customer service organization, optimizing processes and systems to support growth and efficiency.

• Legacy Development and Best Practices: Capture legacy work and develop best practices to ensure knowledge retention and continuous improvement. Share resources and insights across the organization to drive excellence.

• Operational Excellence: Focus on achieving operational excellence by implementing best practices, optimizing processes, and ensuring high standards are maintained.

• Strategic Focus: Lead strategic initiatives to enhance customer relationships, drive account growth, and improve overall customer service operations.

Essential Job Functions:

• Strategic account program development and support.

• Client performance management.

• Strategic planning for operational effectiveness.

• Account plan measurement and accountability.

• Customer relations development.

• Business development execution and support.

• Cross-functional team partnership and alignment.

• Communications and enablement for tools and resources.

Qualifications:

• Proven experience in a customer service operations role, with a focus on strategic planning and execution.

• Strong ability to align and integrate various teams and functions within an organization.

• Demonstrated success in developing and implementing accountability tools and best