Director, Customer Service - Remote

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem. The Director of Customer Service leads the strategy, development, and execution of customer service operations, ensuring an exceptional service experience for customers through effective call center operations and engagement strategies.

Responsibilities:

• Oversee, develop, and maintain call center operations, including staffing, policies, procedures, and reporting
• Monitor key performance indicators (KPIs) and business metrics to measure and continuously improve service effectiveness
• Ensure customer issues are resolved promptly and thoroughly, with an emphasis on long-term solutions and service recovery
• Maintain advanced working knowledge of phone systems, contact center platforms, IVRs, and digital engagement tools
• Align service delivery with organizational goals using industry best practices to maximize customer experience
• Develop and implement colleague engagement strategies to increase retention, performance, and satisfaction
• Provide coaching, mentoring, and development for customer service leaders and team members
• Build strong cross-functional relationships to support business goals
• Act as a trusted advisor to Operations, Sales, and Client Success teams
• Manage relationships with third-party service providers and vendors
• Develop and implement customer service programs that support customers of varying sizes
• Design and implement strategies that enhance customer support quality, efficiency, and productivity
• Lead adoption of technologies and tools that elevate the customer’s experience
• Serve as subject matter expert for telephony, live chat, digital support, and service processes
• Manage and achieve project implementation targets and customer success outcomes
• Develop and maintain Standard Operating Procedures (SOPs) and ensure adherence
• Oversee responses to consumer-initiated complaints (e.g., BBB, escalated social media)
• Ensure compliance with regulatory requirements
• Participate in Operations Meetings, Business Reviews, and strategic or ad hoc meetings
• Perform other duties as assigned
• Contribute to development of departmental budgets aligned to growth goals
• Develop staff incentive programs aligned to departmental objectives
• Ensure timely reporting and reconciliation of expenses

Requirements:

• Ability to thrive in a fast-paced, multitasking, team-oriented environment
• Excellence in customer service communication, including negotiation and telephone skills
• Strong analytical and problem-solving skills
• High proficiency in Microsoft Office (Word, Excel)
• Strong presentation skills for webinars and live audiences
• Minimum of 10 years of management and supervisory experience
• Ability to manage confidential information with professionalism
• Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes
• Comply with all regulations regarding corporate integrity and security obligations
• Report unethical, fraudulent or unlawful behavior or activity
• Maintain current and yearly HIPAA certification
• Maintain Certified Release of Information Specialist (CRIS) certification
• Experience in medical settings preferred
• Call center leadership experience preferred
• Microsoft Dynamics or Great Plains experience a plus
• Bachelor's degree preferred