Director Customer Service Operations

Smart Care; Fishers (IN); On-site; USD 100,000 - 180,000; Full time

Job summary

Smart Care in Fishers, IN is seeking a Director of Customer Service Operations to lead its centralized Customer Operations, including Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.

This leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction, reporting to the Vice President – Field Support.

Qualifications

• Experience leading a centralized customer operations function.
• Track record of delivering world-class customer experiences.
• Ability to manage multiple functions: service, dispatch, QA, and escalations.

Responsibilities

• Lead the centralized Customer Operations organization, overseeing Service, Dispatch, WFM, QA, and Escalations.
• Develop and execute customer service strategies to improve satisfaction and efficiency.
• Drive process improvement, technology adoption, and data-driven decision-making.

Skills

Leadership

Operations management

Customer service

Dispatch operations

Workforce management

Quality assurance

Data analytics

Escalation management

Communication

Job description

Must live in the Fishers, IN, area to be considered, onsite.

The Director of Customer Service Operations is responsible for leading Smart Care's centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.

This leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction. Reporting to the Vice President – Field Support, the Director leads a diverse organization of onshore and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician dispatch, service completion, and issue resolution.

This role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making.

Scope

The Director provides strategic and operational leadership for:

• Customer Service Contact Center
• National Dispatch Operations
• Customer Support Workforce Management (Forecasting, Scheduling, Capacity Planning)
• Quality Assurance & Performance Management
• Executive Customer Escalations
• Customer Communications
• Customer Experience (CX) Programs
• Customer Operations Reporting & Analytics
• Offshore Business Process Outsourcing (BPO) Partners