Director of Customer Support Operations

LHH; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

LHH in Charlotte, NC is seeking a Director of Customer Support Operations to lead and optimize customer care and scheduling across locations. You will drive operational effectiveness, leverage performance data, and build strong management teams to deliver scalable, customer-focused operations.

The ideal candidate will have a track record of transforming contact centers, improving customer engagement, and leading high-performance teams in fast-paced environments.

Qualifications

• 7+ years of progressive leadership in contact center or service operations.
• Proven track record of improving operational performance and customer satisfaction.
• Strong business acumen with the ability to analyze data and make informed decisions.
• Experience utilizing CRM platforms, workforce planning systems, reporting tools, and AI tools.
• Proven ability to build high-performing teams and drive organizational change.

Responsibilities

• Provide strategic oversight for contact center activities including inbound communications, appointment coordination, and service dispatch support.
• Develop and implement initiatives to improve operational efficiency and customer experience.
• Lead, coach, and support managers and supervisors to foster accountability and continuous improvement.
• Help implement and facilitate AI tools to enhance operations.
• Establish performance standards and monitor results through reports and analytics.
• Collaborate with regional leaders to align customer support with goals and service expectations.
• Design employee development programs, onboarding processes, and coaching methodologies.
• Assess workforce planning and technology to maximize productivity and resource utilization.
• Identify opportunities for process improvements to support growth and scalability.
• Promote a customer-first approach while maintaining high team performance.

Skills

Leadership

Strategic thinking

Data analysis

Stakeholder management

Change management

Communication

Tools

CRM platforms

Workforce planning systems

Reporting tools

AI tools

Job description

LHH is seeking a Director of Customer Support Operations for a permanent job opportunity in Charlotte, NC to oversee and enhance customer support and scheduling functions across multiple business locations. This leadership role is responsible for driving operational effectiveness, improving customer engagement, leveraging performance data, and developing strong management teams. The ideal candidate is a strategic leader who excels in fast-paced environments and has a track record of building scalable, customer-focused operations.

Responsibilities:

• Provide strategic oversight for customer contact center activities, including inbound communications, appointment coordination, service dispatch support, and customer care.
• Develop and implement initiatives that improve operational efficiency, customer experience, service levels, and revenue-generating opportunities.
• Lead, coach, and support managers and supervisors to foster a culture of accountability, engagement, and continuous improvement.
• Help implement and facilitate AI tools
• Establish performance standards and monitor operational results through reporting tools, scorecards, and analytics.
• Collaborate with regional and operational leaders to ensure customer support functions align with organizational goals and service expectations.
• Design and maintain employee development programs, onboarding processes, coaching methodologies, and quality management practices.
• Assess workforce planning strategies, communication workflows, and technology solutions to maximize productivity and resource utilization.
• Identify opportunities for process improvements and lead initiatives that support organizational growth and operational scalability.
• Promote a customer-first approach while maintaining high standards for team performance and operational consistency.

Qualifications:

• Minimum of 7 years of progressive leadership experience within a contact center, customer care, or service operations environment.
• Demonstrated success improving operational performance, customer satisfaction, and workforce productivity.
• Strong business acumen with the ability to analyze data, identify trends, and make informed decisions.
• Experience utilizing customer relationship management platforms, workforce planning systems, reporting tools, AI tools, and other contact center technologies.
• Proven ability to build high-performing teams, develop leaders, and drive organizational change.
• Excellent communication, collaboration, and problem-solving skills.
• Ability to manage competing priorities and adapt within a dynamic, growth-oriented environment.
• Experience supporting organizations with multiple service locations, business units, or brands.
• Background in residential services, field services, home improvement, maintenance, repair, or other customer-focused service industries.
• Familiarity with workforce optimization, performance analytics, and customer experience strategies.