Provide executive-level leadership for the customer service organization, establishing strategic vision and operational direction.
Oversee multiple teams, regions, or service centers.
Ensure customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction.
Partner closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency.
Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.

Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.
12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
Ability to travel 20% as required.
15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.
Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance.

Director, Customer Service – Call Center Environment

Key skills