Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.
Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.
Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.
Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.
Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.
Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.
Ensure compliance with legal, regulatory, and quality standards across all service operations.
Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.
Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.

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.

Director, Customer Service – Call Center Environment

Key skills