Director of Customer Service

PATH MEDICAL Audiology Pvt. Ltd. is seeking an experienced and customer-focused Director of Customer Service to lead the organization's customer service strategy and operations. This role involves delivering exceptional customer experiences, optimizing service processes, and developing high-performing teams to ensure operational excellence.

Responsibilities:

• Develop and execute customer service strategies that align with organizational objectives and long-term business goals
• Lead and mentor customer service managers and support teams while fostering a culture of collaboration, accountability, and continuous improvement
• Establish customer service standards, operational policies, and performance metrics to ensure consistent, high-quality service delivery
• Oversee day-to-day customer service operations, workforce planning, resource allocation, and service performance
• Collaborate with Customer Experience, Customer Success, Sales, Marketing, Product, Operations, Technology, Finance, and Executive Leadership to improve customer engagement and operational effectiveness
• Analyze customer feedback, service metrics, operational data, and industry trends to identify opportunities for process improvement
• Drive initiatives that improve service efficiency, workflow optimization, and overall customer satisfaction
• Monitor key performance indicators and prepare executive-level reports, dashboards, and strategic recommendations
• Manage departmental budgets, staffing plans, and long-term operational priorities
• Oversee the implementation and optimization of customer service technologies, CRM platforms, knowledge management systems, and workflow tools
• Promote cross-functional collaboration to ensure consistent customer experiences across all service channels
• Foster professional development, leadership growth, and continuous learning throughout the customer service organization

Requirements:

• Bachelor's degree in Business Administration, Management, Communications, Operations, or a related field
• 8+ years of progressive leadership experience in customer service, customer support, customer operations, or related business functions
• Demonstrated success leading customer service organizations and improving operational performance
• Strong expertise in customer service operations, service quality management, workforce planning, customer engagement, and performance measurement
• Experience developing scalable service processes and implementing operational improvements
• Excellent leadership, communication, presentation, coaching, and stakeholder management skills
• Strong analytical, organizational, and problem-solving abilities with a data-driven approach to decision-making
• Experience managing operational budgets, customer service technologies, CRM systems, and business reporting tools
• Ability to lead cross-functional initiatives while managing multiple organizational priorities
• Strong commitment to delivering exceptional customer experiences through operational excellence
• Master's degree in Business Administration, Management, or a related discipline is preferred
• Experience leading customer service organizations within technology-enabled, enterprise, or high-growth environments
• Knowledge of customer journey management, operational excellence, continuous improvement, and service optimization methodologies
• Experience leading geographically distributed or fully remote customer service teams
• Professional certifications related to customer experience, operations management, or leadership are a plus