Director of Customer Experience & Operations (AI-Driven)

Ingenuity Staffing

San Diego (CA)

On-site

USD 180,000 - 210,000

Full time

2 days ago

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Job summary

Confidential Executive Search in San Diego, CA seeks a transformational Director of Customer Service to lead a team of about 60 operations professionals and report to the COO. The role drives service excellence, performance, leadership development, quality, and continuous improvement across the organization.

You will leverage Salesforce, analytics, automation, and AI to enhance service delivery and partner with senior leaders on growth initiatives.

Qualifications

12+ years of leadership experience in CX, Contact Center, or Operations.
Proven success leading teams of 30+ through growth and transformation.
Strong knowledge of quality, workforce management, coaching, and process improvement.

Responsibilities

Lead customer support, operations, quality assurance, workforce planning, and training.
Elevate the customer experience through process improvement and operational excellence.
Develop managers, build accountability, and create high-performing teams.
Leverage Salesforce, analytics, automation, and AI to improve service delivery.
Partner with executive leadership to support organizational growth and strategic initiatives.