Director of Customer Service Operations
RS
full-time
Posted on:
Location Type: Hybrid
Location: Fort Worth • Texas • United States
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Job Level
About the role
- Lead and manage all Customer Service Operations in Global Business Shared Services for Americas
- Supervise Front Office and Back Office managers
- Set up best in class processes and policies
- Liaise with Sales, Operations and other Group teams for a seamless end-to-end CS framework
- Oversee completion of overall Governance Structure and framework
- Ensure daily operations of Ops teams in Customer service across all channels
- Serve on planning and policy-making committees
- Establish and implement departmental goals, objectives, policies, and procedures
- Design and maintain an organizational structure for team performance
Requirements
- At least ten years of experience in a senior-level Customer Service Team
- Expert knowledge of Customer Service Operations
- Deep understanding of various channels of Customer Service
- Knowledge of Customer Experience Journey and all customer touch points
- Professional written and verbal communication skills
- Ability to motivate teams and manage several projects simultaneously
- Ability to facilitate group meetings
- Ability to translate finance data to non-finance colleagues
- Willingness to work a flexible schedule
- Empathy and Collaborative work ethic
- Excellent stakeholder engagement and management at senior levels
Benefits
- Hybrid work location
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Service OperationsCustomer Experience JourneyGovernance StructureProcess DesignPolicy ImplementationProject ManagementTeam Performance ManagementData Translation
Soft Skills
Professional CommunicationTeam MotivationProject ManagementFacilitationEmpathyCollaborationStakeholder Engagement