Senior Director of Customer Service

AWMedical is a medical equipment importer and distributor serving healthcare institutions. The Senior Director of Customer Service will lead customer service strategy and operations, oversee service teams and workflows, and improve customer satisfaction through quality metrics, feedback programs, and process optimization. The role will also collaborate with sales, logistics, and technical support teams while coaching managers and contributing to strategic decisions that improve client retention.

Responsibilities:

• Leading AWMedical’s customer service strategy and operations
• Overseeing the customer service team, setting performance standards, managing workflows, and ensuring timely, high-quality responses to customer inquiries across channels
• Design and implement initiatives to improve customer satisfaction and experience, including feedback programs, service quality metrics, and process optimization
• Collaborating closely with sales, logistics, and technical support teams to resolve complex issues and ensure seamless service for public and private sector clients
• Provide leadership development and coaching to customer service managers
• Prepare regular performance reports
• Contribute to strategic decisions that enhance AWMedical’s reputation and client retention

Requirements:

• Demonstrated expertise in Customer Service Management and Customer Service, with a track record of leading high-performing service organizations
• Strong focus on Customer Experience and Customer Satisfaction, including designing and monitoring service quality and feedback programs
• Proven Team Management skills, with experience supervising, mentoring, and developing multi-level customer service teams in a remote environment
• Extensive experience in senior leadership roles within customer-facing operations, preferably in healthcare, medical equipment, or related industries
• Strong analytical and problem-solving abilities, including use of KPIs, dashboards, and customer data to drive operational improvements
• Excellent communication and interpersonal skills, with the ability to build trust with internal stakeholders and external clients across sectors
• Comfort with digital tools and CRM platforms, and experience implementing or optimizing customer service technologies
• Bachelor's degree in Business Administration, Management, Healthcare Administration, or a related field; advanced degree is a plus
• Ability to work independently, manage multiple priorities in a remote setting, and adapt to evolving business and regulatory environments
• Fluency in Spanish and professional proficiency in English are highly beneficial for collaborating with diverse stakeholders