Director of Customer Ops & Experience (Onsite)

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

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.