Director, Customer Service

Where A-Players Thrive.

We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,400 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $1 billion of revenue annually. Learn more about our brands.

We’re Looking For A(n): Director, Customer Service

Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing: The Director of Customer Support leads a large distributed team of customer service professionals delivering omni-channel support (phone, chat, email) for multiple pet food brands within the Salesforce environment. This role requires a data-driven leader who can manage high-volume, campaign-driven customer interactions while fostering operational excellence, implementing intelligent automation, and cultivating an innovative continuous improvement performance culture aligned with maximizing customer satisfaction, brand education, and business growth.

Strategic Leadership & Operations Management

• Direct all customer support operations across phone, chat, and email channels for multiple pet food brands, ensuring consistent service excellence and brand alignment
• Develop and execute strategic roadmaps that balance immediate operational demands with long-term capability building and operational efficiency
• Manage distributed workforce across Utah, California, Georgia, and Texas, optimizing for regional strengths and coverage needs
• Anticipate and plan for volume surges driven by advertising, discount activity, and virtual sales letter campaigns, ensuring appropriate staffing and resource allocation

Data-Driven Performance Management

• Establish, monitor, and optimize key performance indicators including CSAT, first contact resolution, response times, handle times, revenue per contact, and cost per contact
• Build robust reporting frameworks and dashboards that provide real-time visibility into team performance, channel efficiency, and customer sentiment
• Leverage analytics to identify trends, diagnose issues, and uncover opportunities for service improvement
• Translate data insights into actionable strategies that drive measurable improvements in customer experience, sales revenue, and operational efficiency

Automation & AI Implementation

• Champion the adoption of automation and AI tools to enhance agent productivity, reduce repetitive tasks, and improve customer self-service options
• Partner with technology and customer experience teams to implement and optimize Salesforce features, chatbots, knowledge management systems, and workflow automation
• Continuously evaluate emerging technologies and pilot solutions that can deliver meaningful impact on efficiency and customer satisfaction
• Balance automation with human touch, ensuring technology enhances rather than diminishes the customer experience

Cross-Functional Collaboration

• Partner closely with Marketing to understand campaign timing, messaging, and expected volume impacts
• Collaborate with Product and Operations teams to surface customer feedback, identify product issues, and drive resolution
• Work with Training & Development to ensure team capabilities evolve with product launches and changing customer needs
• Engage with Marketing, QA, and Customer Experience to ensure seamless handoffs and a consistent customer journey experience
• Coordinate with IT on system enhancements, integrations, and technical issue resolution

Continuous Improvement Culture

• Foster a mindset of continuous improvement where problems are identified quickly and addressed systematically
• Implement feedback loops that capture insights from frontline agents, customer experience, brand reputation, and QA, and translate them into effective improvements
• Track relevant data and KPI performance trends to appropriately guide improvement effort resources 
• Work with and/or lead quality assurance programs that drive coaching, skill development, and service consistency
• Encourage experimentation and learning, creating safe spaces for testing new approaches

Team Leadership & Culture Development

• Build and sustain a positive, enthusiastic, accountable culture that celebrates wins, recognizes contributions, and values team members
• Create transparency around goals, s