As a Director of Customer Service, you will provide strategic leadership and direction to senior managers and high-level professionals, driving exceptional performance and customer service outcomes. You will be responsible for setting the strategic direction, ensuring the alignment of customer service initiatives with business objectives, and fostering a culture of excellence. Your leadership will play a pivotal role in achieving operational efficiency, enhancing customer satisfaction, and driving the company's success.
Responsibilities:
- Provide strategic leadership to senior managers and high-level professionals.
- Set and oversee the strategic direction for customer service initiatives.
- Ensure alignment of customer service goals with business objectives.
- Drive performance and accountability across customer service departments.
- Foster a culture of excellence and continuous improvement.
- Oversee large-scale projects and initiatives within customer service.
- Collaborate with executive leadership on strategic planning.
- Lead change management efforts across customer service functions.
- Monitor and analyze key performance metrics to inform strategy.
- Represent the customer service function at executive meetings.
Skills:
- Executive Leadership: Demonstrated ability in leading senior managers and departments.
- Strategic Alignment: Skills in aligning customer service initiatives with broader business goals.
- Operational Expertise: Deep understanding of operational efficiency and effectiveness.
- Advanced Data Analysis: Proficiency in analyzing and interpreting complex data to guide strategy.
- Strategic Planning: Skills in developing and executing long-term strategies.
- Change Leadership: Ability to manage and lead significant organizational changes.
- Customer Advocacy: Commitment to putting customers at the center of business decisions.
- Executive Communication: Capable of effectively communicating with top-tier leadership and stakeholders.
