Head of Customer Experience & Service Ops (Hybrid)

Thriftbooks; Dallas (TX); Hybrid; USD 135,000 - 160,000; Full time

Benefits offered by this job

Annual bonus

Paid time off

6 paid holidays

Medical insurance

Vision insurance

Dental insurance

STD/LTD

Life insurance

401k match

Professional development

Free books

Job summary

ThriftBooks is seeking an experienced Director of Customer Service to lead strategy and operations for our direct-to-consumer eCommerce business. This role focuses on delivering exceptional customer experience, building high-performing teams, and improving efficiency.

You will manage multiple locations and remote teams, set KPIs, coach managers, leverage AI and self-service solutions, collaborate across departments, and balance customer satisfaction with cost control while protecting

Qualifications

• 8+ years in customer service operations
• Experience leading teams across multiple locations
• Experience in eCommerce or direct-to-consumer environment
• Strong understanding of customer service metrics, operational efficiency, and performance management
• Experience developing high-performing teams across multiple locations or remote environments
• Experience leveraging technology, automation, and customer service tools to improve efficiency
• Bachelor's degree in Business, Management, or a related field

Responsibilities

• Develop and execute a customer service strategy focused on customer satisfaction, operational efficiency, and continuous improvement
• Oversee customer service operations across multiple locations and remote teams
• Establish and manage key performance metrics, including customer satisfaction, response times, resolution rates, productivity, and costs
• Lead, coach, and develop Customer Service Managers, Team Leads, and frontline teams
• Oversee staffing, workforce planning, performance management, and resource allocation
• Leverage AI, automation, self-service solutions, and emerging technologies
• Partner with Marketing, Operations, Technology, Finance, and other departments to resolve recurring issues
• Oversee escalated customer concerns, returns, refunds, and fraud-related activity
• Manage departmental budgets and operational costs

Skills

Customer service leadership

Operations management

KPIs & metrics

Budget management

AI & automation

Cross-functional collaboration

Remote team leadership

Analytical skills

Change management

Education

Bachelor's degree in Business/Management

Tools

CRM software

Data analytics tools

AI & automation tools

Job description

ThriftBooks is seeking an experienced Director of Customer Service to lead strategy and operations for our direct-to-consumer eCommerce business. This role focuses on delivering exceptional customer experience, building high-performing teams, and improving efficiency.

You will manage multiple locations and remote teams, set KPIs, coach managers, leverage AI and self-service solutions, collaborate across departments, and balance customer satisfaction with cost control while protecting