Director of Customer Support Ops & Growth

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 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.