Customer Service Strategy and AI Manager

Hearst Health

Oversee and organize key functions within Customer Service operations. Manage Customer Service staff and lead AI initiatives for efficiency in service delivery.

Posted 5/13/2026full-timeDes Moines • Iowa • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Maintains confidentiality of CDS Global and its clients’ proprietary information.
Directs, plans, coordinates, and organizes major functions of one or more departments, with primary leadership responsibility for the U.S.-based Customer Service operation.
Manages Customer Service staff, service level agreements, quality expectations, revenue, and expenses to ensure operational effectiveness and client satisfaction.
Establishes and monitors short- and long-range goals and objectives based on company strategy, client needs, and industry direction.
Develops, implements, and/or revises department procedures, budgets, workforce planning practices, and client care protocols.
Leads and supports AI initiatives across the Customer Service department to improve service delivery, operational efficiency, and business outcomes.
Oversee workforce management tools and processes, including forecasting customer contact volume, staffing needs, revenue, and expenses.
Maximizes departmental resources to enhance division effectiveness and efficiency within CDS Global.
Maintains regular communication with clients, management, and staff, including supporting the onboarding of new clients and ensuring smooth operational transitions.
Consults, trains, and/or conduct presentations of pertinent information to management, clients, and staff.
Establishes and maintains effective communication with other CDS Global business units.
Communicates department objectives, performance expectations, and strategic priorities to staff.
Organizes, administers, or authorizes major department functions including, but not limited to, personnel changes, career development, disciplinary actions, transfers, promotions, compensation, leaves of absence, and CDS Global policy administration.
Authorizes departmental expenditures within pre-approved budgetary guidelines.
Advises and consults with others on complex matters requiring application of legal, financial, technical, operational, and management principles.
Continually learn and apply new information in a fast-paced, dynamic environment.
Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
Interacts in a cooperative and professional manner with all levels of employees, clients, and vendors in a team-oriented environment.
Follows all CDS Global ergonomic and safety policies.

Requirements

What you’ll need

Bachelor’s Degree in Business, Management or related field, or comparable work experience.
Five or more year’s experience in industry related field or management; preference for CDS Global work experience.
Above average PC knowledge/skills.
Excellent written, verbal and presentation skills.
Demonstrated knowledge and/or experience generating business options, visualizing possibilities and formulating new approaches.
Demonstrated research and troubleshooting skills.
Proven successful leadership experience.
Demonstrated knowledge of annual work planning and budgeting, and capability of leading staff through same process.
If required to travel, has access to transportation requiring a valid driver’s license and proof of safe driving record.

Benefits

Comp & perks

Full time benefit eligible employees’ reimbursement up to $750 per month for qualified expenses relating to Child and Dependent Care
Our competitive benefit packages include two options for our Medical Health Plans: High Deductible and Traditional. We also offer comprehensive Dental and Vision plans.
In addition, we offer generous PTO, Holiday Pay, Basic/Voluntary Life and Accidental Death and Dismemberment insurance, Short & Long Term Disability, Wellness and Tuition Reimbursement Programs.
Our 401(k)-retirement saving plan allows you to start contributing immediately to your retirement account.
CDS Global will provide eligible employees with paid parental leave for new parents.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

budgetingworkforce planningcustomer service managementAI initiativesservice level agreementsquality expectationsrevenue managementexpenses managementresearch skillstroubleshooting skills

Soft Skills

leadershipcommunicationorganizational skillspresentation skillsteam-orientedclient relationsproblem-solvingadaptabilityconfidentialityinterpersonal skills

Certifications

Bachelor’s Degree in BusinessBachelor’s Degree in Management