Director, Customer Service

Job Purpose:

The Director, Customer Service is responsible for leading the customer experience strategy by developing and monitoring KPIs, conducting Quarterly Business Reviews (QBRs), and driving continuous improvement initiatives. This role works cross-functionally with sales representatives and internal departments to ensure customer satisfaction, account growth, and operational excellence. Reporting to the EVP of Customer Relations, the Director collaborates closely with Customer Service Supervisors and Managers, creates training programs, and leads issue resolution strategies to support high customer satisfaction. The Director will also participate in and lead departmental projects as assigned.

Essential Duties and Responsibilities:

Team Leadership & Development

• Provide mentorship, coaching, and professional development for the customer service team.

• Develop, monitor, and maintain team KPIs.

• Lead the hiring and onboarding of new team members.

• Oversee knowledge management development and reporting.

• Establish long-term departmental strategies for sustained growth and development.

• Implement continuous improvement initiatives to increase team efficiency.

Service Delivery & Process Management

• Lead the creation and enhancement of service programs and upsell opportunities.

• Conduct and lead Quarterly Business Reviews with key accounts.

• Manage KPI development, tracking, and presentation to internal and external stakeholders.

• Cultivate and maintain key customer relationships.

• Oversee the creation and documentation of service processes.

Customer Success & Account Management

• Ensure accurate and timely reporting of customer KPIs.

• Develop and manage relationships with Director and C-level customer contacts.

• Manage the onboarding of new accounts and ensure a smooth transition.

• Oversee account-level profitability and identify improvement opportunities.

• Serve as a point of escalation for major customer concerns, ensuring timely and effective resolution.

Additional Responsibilities:

• Strong verbal and written communication skills.

• Ability to identify and capitalize on opportunities for business growth.

• Present complex data clearly and effectively to internal and external stakeholders.

• Exhibit excellent problem-solving and conflict-resolution skills.

• Maintain poise under pressure and manage multiple priorities.

• High attention to detail.

• General office and administrative experience.