Director, Customer Operations: Lead CX & Dispatch

Smart Care Equipment Solutions; Fishers (IN); On-site; USD 140,000 - 190,000; Full time

Job summary

Smart Care Equipment Solutions seeks a Director of Customer Operations to lead its centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.

This role reports to the VP – Field Support and guides onshore and offshore teams to deliver a world-class customer experience, optimize operations, and enable data-driven decisions across the service lifecycle.

Qualifications

• Proven ability to lead large, multi-site customer operations teams.
• Experience managing dispatch, CX, and service delivery at scale.
• Strong focus on process improvement, data-driven decision making, and executive communications.

Responsibilities

• Lead centralized customer service operations across the US, ensuring consistency and quality.
• Oversee national dispatch operations and technician scheduling.
• Manage workforce forecasting, scheduling, and capacity planning across functions.
• Lead executive customer escalation processes and governance.
• Drive CX programs, analytics, and continuous improvement initiatives.

Skills

Leadership

Operations Leadership

Dispatch Oversight

Workforce Management

Quality Assurance

CX Strategy

Data Analytics

Tools

CRM systems

BI tools

Job description

Smart Care Equipment Solutions seeks a Director of Customer Operations to lead its centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.

This role reports to the VP – Field Support and guides onshore and offshore teams to deliver a world-class customer experience, optimize operations, and enable data-driven decisions across the service lifecycle.