Director of 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 of Customer Service based in United States.

The Director of Customer Service will lead the strategy, operations, and continuous improvement initiatives for a large-scale customer service organization supporting healthcare data solutions. This leadership role will drive operational excellence by improving service quality, scalability, and customer satisfaction across internal and external interactions. The position requires a strong combination of strategic vision, people leadership, and operational expertise to optimize processes and deliver measurable business outcomes. You will collaborate with cross-functional teams to resolve complex challenges, improve workflows, and enhance the overall customer experience. The ideal candidate will be a transformational leader who can build high-performing teams, leverage data-driven insights, and implement innovative service strategies. This is an opportunity to make a meaningful impact in a fast-growing environment where technology, healthcare, and customer experience intersect.

Accountabilities:: The Director of Customer Service will own the overall performance, strategy, and evolution of the customer service function, ensuring teams deliver exceptional support while driving efficiency, scalability, and continuous improvement.

Define and execute the customer service strategy, aligning department priorities with organizational goals, customer experience objectives, and operational targets.

Lead, coach, and develop customer service leaders and teams by establishing performance expectations, development plans, and a culture of accountability.

Manage department-level performance metrics, including service quality, response times, productivity, customer satisfaction, issue resolution, and operational efficiency.

Evaluate and optimize customer service policies, workflows, systems, and procedures to improve scalability, consistency, compliance, and service delivery.

Partner with teams across operations, sales, product, client success, credit, and collections to resolve escalated issues and improve end-to-end customer processes.

Provide executive reporting, insights, and recommendations regarding customer trends, operational risks, staffing needs, performance results, and improvement opportunities.

Oversee workforce planning, recruitment, onboarding, training, succession planning, and employee engagement initiatives.

Manage budgets, staffing models, capacity planning, and resource allocation to support business requirements.

Drive continuous improvement initiatives, including automation opportunities, technology optimization, quality assurance enhancements, and standardized operating practices.

Ensure customer service operations comply with internal policies, regulatory requirements, data privacy standards, and communication guidelines.

Build an inclusive, collaborative, and high-performing culture focused on accountability, learning, and customer success.

Requirements:

The ideal candidate will bring extensive experience leading customer service, contact center, or customer operations teams, with strong strategic, analytical, and leadership capabilities.

10+ years of experience in customer service, operations, contact centers, or related fields, including 5+ years leading teams and 2+ years managing managers or multi-layered organizations.

Bachelor’s degree in business, healthcare administration, operations, or a related discipline preferred, or equivalent professional experience.

Proven experience developing customer service strategies, leading operational transformations, and translating business objectives into actionable initiatives.

Strong knowledge of customer service operations, contact center best practices, service-level management, quality assurance, and process improvement methodologies.

Experience managing performance metrics, analyzing trends, identifying risks, and presenting recommendations to senior leadership.

Strong operational and financial acumen, including experience with budgets, staffing models, workforce planning, and resource allocation.

Experience with customer service platforms, reporting tools, and Microsoft Office Suite; familiarity with CRM and contact center technologies is preferred.

Ability to design and implement scalable processes, policies, workflows, and controls that improve efficiency and customer outcomes.

Excellent executive communication, stakeholder management, and cross-functional collaboration skills.

Strong decision-making, analytical thinking, organization, and prioritization abilities in a fast-paced environment.

Demonstrated ability to build, coach, and retain high-performing teams while fostering inclusion, engagement, and continuous improvement.

Strong written and verbal English communication skills.

Benefits:

The role offers a competitive total rewards package designed to support employees’ professional growth, well-being, and long-term success.

Estimated base salary range: $140,000 - $160,000 USD .

Estimated total cash compensation range: $168,000 - $192,000 USD , including eligible bonus/commission opportunities.

Comprehensive benefits package.

Health-related benefits and wellness support.

Flexible programs designed to support work-life balance.

Opportunities to work in a high-growth healthcare technology environment.

Professional development opportunities and continuous learning support.

Inclusive workplace culture focused on collaboration, innovation, and employee growth.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1