Director of Service Coordination

EverStaff; Pine Brook (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

EverStaff, LLC is seeking an experienced Director of Service Coordination in the United States to provide strategic and operational leadership for a customer-focused service organization. This role leads a team coordinating service activities from initial contact through scheduling, documentation, and billing readiness, with a focus on improving delivery, efficiency, and customer satisfaction.

The ideal candidate is a strong people leader who is analytical, process-driven, and adept at

Qualifications

• Significant leadership experience in service coordination or related operations.
• Proven experience managing and developing teams.
• Strong understanding of service scheduling and workflow management.
• Experience establishing and managing KPIs and performance metrics.
• Analytical, problem-solving skills with data-driven improvements.
• Experience working across multiple departments and leadership levels.
• Change-management and continuous-improvement experience.
• Ability to travel as needed.
• Experience in a technical service, healthcare, or manufacturing setting is beneficial.

Responsibilities

• Provide strategic and operational leadership for the Service Coordination function.
• Lead and develop a team of service coordination professionals.
• Set departmental goals, KPIs, and accountability standards.
• Oversee end-to-end service coordination from request to billing readiness.
• Collaborate with field service leadership to improve utilization and scheduling.
• Analyze metrics to identify performance gaps and improvement opportunities.
• Drive improvements in customer satisfaction, productivity, and service delivery.
• Develop staffing and scheduling strategies to balance coverage and costs.
• Lead process improvements involving systems and workflows.
• Represent the department in leadership meetings.

Skills

Leadership experience

Team development

KPIs & metrics

Scheduling optimization

Analytical skills

Cross-functional collaboration

Change management

Communication

Travel availability

Job description

A well-established national organization is seeking an experienced Director of Service Coordination to provide strategic and operational leadership for a customer-focused service organization. This position will lead a team responsible for coordinating service activities from initial customer contact and scheduling through completion, documentation, and billing readiness. The Director will focus on improving service delivery, operational efficiency, customer satisfaction, team performance, and overall business results. The ideal candidate is a strong people leader who is highly analytical, process-driven, and comfortable working across multiple departments to solve problems and improve the customer experience.

Key Responsibilities

• Provide strategic and operational leadership for the Service Coordination function.
• Lead, coach, develop, and manage a team of service coordination professionals.
• Establish departmental goals, performance expectations, KPIs, and accountability standards.
• Oversee the complete service coordination process from initial customer request through scheduling, completion, documentation, and billing readiness.
• Ensure customer requests and service activities are handled accurately, efficiently, and within established service expectations.
• Monitor scheduling effectiveness, open service requests, backlog, aging, completion rates, documentation, and overall service performance.
• Partner closely with field service leadership to improve technician utilization, scheduling, responsiveness, and execution.
• Analyze operational metrics and trends to identify performance gaps, risks, and opportunities for improvement.
• Develop corrective action plans and ensure improvements are implemented and sustained.
• Establish effective escalation procedures for customer concerns, scheduling issues, documentation challenges, and other service-related obstacles.
• Drive improvements in customer satisfaction, retention, productivity, quality, and service delivery.
• Partner with Finance and other internal departments to improve billing readiness, revenue capture, and overall operational performance.
• Lead process improvement and change-management initiatives involving systems, technology, workflows, and organizational processes.
• Develop staffing and scheduling strategies that provide appropriate customer coverage while effectively managing workloads and costs.
• Create and maintain onboarding, cross-training, coaching, and professional development programs.
• Develop team members and identify opportunities for succession planning and career growth.
• Maintain effective standard operating procedures, workflows, documentation, and process controls.
• Work collaboratively with leadership across Operations, Finance, Sales, Quality, Supply Chain, and Human Resources.
• Represent the department in leadership meetings and company-wide strategic initiatives.
• The original position includes extensive responsibility for service metrics, including scheduling effectiveness, backlog, work-order cycle time, customer satisfaction, productivity, quality, and revenue performance.

Qualifications

• Significant leadership experience within service coordination, customer service, field service support, customer experience, or a related operational environment.
• Proven experience managing and developing teams.
• Strong understanding of service scheduling, workflow management, and customer support operations.
• Experience establishing and managing KPIs and performance metrics.
• Strong analytical and problem-solving skills with the ability to turn data into actionable improvements.
• Demonstrated success improving processes, operational performance, and customer experience.
• Experience working collaboratively across multiple departments and levels of leadership.
• Strong change-management and continuous-improvement experience.
• Excellent leadership, communication, organizational, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced, service-oriented environment.
• Experience within a technical service, equipment, healthcare, manufacturing, or other service-intensive organization is beneficial.
• Ability to travel as needed.
• The position also carries full people-leadership responsibility, including hiring, onboarding, training, coaching, performance management, workforce planning, and employee development.

All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other protected status under the law.

EverStaff is an equal opportunity employer (M/F/D/V/SO/GI).