Director, Customer Service

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Service based in United States.

As Director, Customer Service, you will lead and scale a high-performing customer service organization supporting both individual and institutional clients within a fast-growing, highly regulated environment. This role is responsible for driving operational excellence across multiple service channels while ensuring exceptional customer experiences, regulatory compliance, and continuous performance improvement. You will leverage AI-powered technologies, automation, and data-driven insights to optimize service delivery, improve efficiency, and enhance customer satisfaction. Working closely with cross-functional teams, you will ensure customer feedback influences strategic business decisions and operational priorities. This position offers the opportunity to shape service strategy, develop high-performing teams, and drive innovation at scale. The ideal candidate combines strategic leadership with hands-on execution and thrives in a dynamic, growth-oriented environment.

• Lead end-to-end customer service operations across phone, email, chat, and digital channels, ensuring high-quality, compliant, and customer-focused support experiences.
• Develop and oversee service performance frameworks, including customer satisfaction, Net Promoter Score (NPS), first-contact resolution, service level adherence, and operational efficiency metrics.
• Ensure compliance with applicable healthcare regulations, privacy requirements, and quality standards while maintaining audit readiness and operational integrity.
• Build, mentor, and retain high-performing teams through structured development programs, coaching initiatives, performance management, and succession planning.
• Foster a culture of accountability, customer-centricity, innovation, and continuous improvement across all levels of the service organization.
• Design and implement training initiatives that strengthen product knowledge, communication skills, problem-solving capabilities, and regulatory awareness.
• Lead Voice of the Customer (VoC) programs, leveraging customer feedback and analytics to identify trends, improve customer journeys, and enhance service delivery.
• Drive process optimization initiatives using Lean, Six Sigma, automation, and AI-enabled technologies to improve scalability, productivity, and customer outcomes.
• Evaluate, implement, and optimize CRM systems, workforce management platforms, and customer service technologies to support organizational growth.
• Collaborate with Operations, Sales, Product, Technology, Quality, Compliance, and other stakeholders to align customer service strategies with broader business objectives.
• Deliver executive-level reporting and actionable insights that support strategic decision-making and organizational performance.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 8 years of progressive leadership experience in customer service, including at least 3 years in a director-level role managing large-scale, multi-channel operations.
• Proven track record of building, developing, and leading high-performing customer service teams within fast-paced and complex environments.
• Experience implementing and optimizing CRM platforms, workforce management systems, AI-enabled service tools, and customer support technologies.
• Strong understanding of customer service performance metrics, including CSAT, NPS, first-contact resolution, service levels, and operational productivity.
• Demonstrated success driving operational improvements through Lean, Six Sigma, or comparable process improvement methodologies.
• Experience working within healthcare, pharmacy, or other highly regulated industries is considered an advantage.
• Exceptional leadership, coaching, stakeholder management, and cross-functional collaboration skills.
• Strong analytical and problem-solving abilities with the capacity to translate data insights into strategic initiatives.
• Excellent communication and executive presentation skills, with the ability to influence stakeholders at all organizational levels.
• Adaptable, resourceful, customer-focused, and capable of managing complexity in rapidly evolving environments.

Benefits

• Competitive compensation package.
• Comprehensive medical, dental, and vision insurance coverage.
• Retirement savings plan with employer matching contributions.
• Paid time off and company-recognized holidays.
• Wellness-focused programs and employee health initiatives.
• Access to specialized healthcare-related benefits and services.
• Career development, leadership growth, and professional advancement opportunities.
• Collaborative, innovative, and mission-driven work environment.
• Opportunity to make a meaningful impact within a rapidly growing organization.
• Exposure to cutting-edge technologies, AI-driven solutions, and large-scale operational transformation initiatives.