National Director, Customer Service

Jobgether; United States; A distancia; USD 120.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare Coverage

401(k) plan

Paid parental leave

Paid time off

Disability insurance

Employee assistance program

Remote work flexibility

Inclusive culture

Descripción de la vacante

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.

Formación

• 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%.

Responsabilidades

• 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.

Conocimientos

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

Educación

Bachelor’s degree in Business or related field

Herramientas

CRM systems

Excel

PowerPoint

Descripción del empleo

Accountabilities:

• Customer Service Strategy: Develop and implement a unified customer service strategy, including service-level standards, quality benchmarks, and scalable operating practices across multiple business units.
• Process Standardization: Create repeatable processes, playbooks, and service guidelines that promote consistency while accommodating differences in customer needs, brands, products, and markets.
• Performance Measurement: Establish and monitor key performance indicators, including customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and average handle time, adapting targets to individual business requirements where appropriate.
• Operating Model Optimization: Assess which customer service functions should be centralized as shared services and which should remain decentralized to support local business needs.
• Technology and Innovation: Oversee the selection, implementation, integration, and optimization of CRM systems, ticketing tools, phone and chat platforms, and other customer service technologies.
• AI-Driven Modernization: Lead initiatives that leverage artificial intelligence to modernize existing systems, improve workflows, and increase operational efficiency.
• Reporting and Analytics: Build dashboards and reporting frameworks that provide executive leadership with clear visibility into customer service performance across the overall portfolio and individual business units.
• Training and Quality Assurance: Standardize onboarding, training programs, quality assurance processes, and service delivery practices across teams.
• Team Leadership and Development: Recruit, lead, coach, and develop customer service managers and their teams, establishing an effective leadership structure across multiple locations and brands.
• Workforce Planning: Manage staffing models, scheduling, workforce capacity, and resource allocation to optimize customer coverage, service quality, and operating costs.
• Cross-Functional Collaboration: Partner with Marketing, Product Management, Sales, Commercial Excellence, and business unit leaders, including general managers, vice presidents, and presidents, to align service priorities with broader business objectives.
• Customer Escalations: Serve as an escalation point for complex or high-priority customer issues, ensuring timely resolution and appropriate follow-up.
• Executive Communication: Report on service performance, emerging trends, operational risks, and improvement opportunities to executive leadership.
• Change Management: Lead customer service integration and transformation initiatives associated with acquisitions, new business units, technology changes, and evolving processes.
• Continuous Improvement: Monitor industry developments, customer expectations, and competitive trends to identify opportunities to improve service delivery and strengthen business performance.

Requirements:

• Education: Bachelor’s degree in Business or a related field, or equivalent professional experience.
• Leadership Experience: At least eight years of progressive customer service leadership experience, including three to five years managing teams across multiple sites, brands, or business units.
• Multi-Business Environment: Experience in a holding company, franchise, multi-brand retail or consumer organization, or private equity portfolio company is strongly preferred.
• Strategic Standardization: Demonstrated ability to establish consistent service standards and processes across diverse teams while preserving appropriate local autonomy.
• Stakeholder Management: Strong ability to influence and collaborate with senior leaders and stakeholders who may not report directly to you.
• Customer Experience Expertise: A proven ability to identify customer needs, resolve service challenges, and develop creative solutions that improve satisfaction and operational performance.
• Technology Proficiency: Demonstrated experience with relevant web and e-commerce tools and platforms, including CRM systems, Excel, and PowerPoint.
• Digital Transformation: Interest in using technology and artificial intelligence to modernize customer service operations and improve efficiency.
• Project Management: Strong project management skills, with the ability to coordinate cross-functional initiatives, manage priorities, and deliver results.
• Communication Skills: Excellent written, verbal, and presentation skills, including the ability to communicate clearly, accurately, and professionally across all organizational levels.
• Leadership Approach: A strong bias for action, sense of urgency, adaptability, and comfort operating in a fast-paced, entrepreneurial environment.
• Remote Work Readiness: Ability to work independently from a home office or another approved location, maintain reliable internet access, manage deadlines, and remain engaged through virtual communication and collaboration tools.
• Travel Requirements: Ability and willingness to travel up to 20% of the time.

Benefits:

• Healthcare Coverage: Medical, dental, and vision insurance.
• Retirement Savings: 401(k) plan.
• Parental Leave: Paid parental leave.
• Paid Time Off: Paid holidays and paid time off.
• Disability Coverage: Short-term and long-term disability insurance.
• Employee Support: Access to an Employee Assistance Program.
• Professional Growth: Opportunities for continuous learning, career development, and meaningful leadership impact.
• Remote Flexibility: Fully remote work environment, offering flexibility while maintaining accountability and collaboration.
• Inclusive Culture: A collaborative workplace that values diverse perspectives, bold thinking, innovation, and employee contributions.
• Additional Benefits: A broader employee benefits package designed to support well-being and work-life needs.