Director of Customer Service & Operational Support

We are seeking an experienced and strategic Director of Customer Service & Operational Support to lead the development and delivery of a best-in-class customer experience framework across all customer-facing operations. This leadership role is responsible for driving service excellence, operational efficiency, customer journey optimization, digital enablement, and continuous improvement across the organization.

Key Responsibilities:

• Develop and execute the customer service and operational support strategy in alignment with organizational objectives.
• Lead the design, mapping, and continuous optimization of end-to-end customer journeys across all customer touchpoints.
• Establish and maintain customer service policies, procedures, service standards, and operational guidelines to ensure consistent service delivery.
• Oversee service quality assurance, customer satisfaction initiatives, and the centralized complaint management framework, including escalation management and root-cause analysis.
• Drive operational excellence and continuous improvement initiatives to enhance efficiency, effectiveness, and customer experience.
• Identify process optimization opportunities and lead business transformation initiatives across customer-facing operations.
• Serve as the business owner for CRM platforms and customer relationship management processes, ensuring effective adoption, governance, and utilization.
• Lead the development and enhancement of customer service channels and digital solutions, including call centers, email support, self-service platforms, and AI-powered tools.
• Collaborate with technology, data, and business teams to define requirements and implement customer-centric digital solutions and innovations.
• Establish, monitor, and report on customer service and operational KPIs, dashboards, and performance metrics to support data-driven decision-making.
• Provide strategic insights, operational performance reports, and recommendations to senior leadership.
• Lead, mentor, and develop the Customer Service & Operational Support team, fostering a culture of customer-centricity, accountability, continuous learning, and innovation.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Customer Experience, or a related field; a Master's degree or MBA is preferred.
• Minimum of 8 years of progressive experience in customer service, customer experience, operations management, or business transformation, including at least 3 years in a senior leadership role.
• Proven track record in implementing CRM platforms, contact center operations, and digital customer service solutions.
• Demonstrated success in service quality management, operational excellence, and process improvement initiatives.
• Strong strategic thinking, business acumen, and the ability to drive organizational transformation.
• Exceptional leadership, people management, and team development capabilities.
• Expertise in customer experience management, customer journey design, and service excellence frameworks.
• Strong knowledge of process optimization methodologies, CRM systems, customer analytics, and performance measurement frameworks.
• Excellent stakeholder management, communication, presentation, and influencing skills.
• Analytical mindset with experience leading cross-functional projects, managing change initiatives, and translating data into actionable business insights.