Global Director, Customer Experience & Service Strategy

Jobgether; United States; Remote; USD 120,000 - 190,000; Full time

Benefits offered by this job

Healthcare Coverage

401(k) plan

Paid parental leave

Paid time off

Disability insurance

Employee assistance program

Remote work flexibility

Inclusive culture

Job summary

Jobgether is seeking a senior customer service leader to craft and execute a unified strategy across brands in the United States. You will establish service standards, build scalable operating practices, and promote consistent quality across business units.

You will recruit and develop managers, optimize the operating model, lead AI-enabled modernization, partner with Marketing, Product, Sales, and executives, and drive performance through dashboards and KPI tracking.

Qualifications

• Bachelor’s degree in Business or related field or equivalent experience.
• Eight+ years in progressive customer service leadership roles with multi-site, multi-brand exposure.
• Experience in holding companies, franchises, or private equity environments preferred.
• Ability to standardize services across diverse teams while preserving local autonomy.
• Strong influencing skills with senior leaders and stakeholders not direct reports.
• Proven track record in improving customer experience and operational performance.
• Experience with CRM, data analytics, Excel, and PowerPoint.
• Interest in digital transformation and AI to modernize operations.
• Excellent communication, presentation, and leadership capabilities.
• Willingness to travel up to 20%.

Responsibilities

• Develop and implement a unified customer service strategy across brands and business units.
• Standardize processes, playbooks, and service guidelines for consistency.
• Define and monitor KPIs including CSAT, NPS, FCR, and AHT across units.
• Decide centralization vs. decentralization of functions to optimize operations.
• Oversee CRM, ticketing, and communication platforms; drive tech integration.
• Lead AI-driven modernization to improve workflows and efficiency.
• Build dashboards and reporting for executive visibility.
• Standardize onboarding, training, and quality assurance across teams.
• Recruit, mentor, and develop customer service managers.
• Plan workforce, capacity, and scheduling to optimize coverage and costs.
• Collaborate with Marketing, Product, Sales, and VP-level leaders.
• Serve as escalation point for high-priority issues and ensure timely resolution.
• Report trends, risks, and opportunities to executives.
• Lead change management for acquisitions and tech changes.
• Drive continuous improvement with industry benchmarks.

Skills

Leadership experience

Multi-brand / multi-site experience

Strategic standardization

Stakeholder management

Customer experience expertise

Digital transformation

Project management

Communication skills

Remote work readiness

Travel readiness

Education

Bachelor’s degree in Business or related field

Tools

CRM systems

Excel

PowerPoint

Job description

Jobgether is seeking a senior customer service leader to craft and execute a unified strategy across brands in the United States. You will establish service standards, build scalable operating practices, and promote consistent quality across business units.

You will recruit and develop managers, optimize the operating model, lead AI-enabled modernization, partner with Marketing, Product, Sales, and executives, and drive performance through dashboards and KPI tracking.