National Director, Customer Service

Young-Innovations; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Full medical

Dental

Vision

401k

Parental leave

Paid holidays

PTO

Disability insurance

Employee assistance program

Job summary

You will join Young Innovations as the National Director, Customer Service, to build and lead a unified customer service function across multiple brands and markets. This hands-on leader balances centralized standards with local autonomy while driving a cohesive, AI-enabled service experience.

The role reports to the Chief Commercial Officer and partners with Marketing, Product, Sales, and Commercial Excellence to align CS priorities with business goals.

Qualifications

• Bachelor's degree or equivalent experience required.
• 8+ years of progressive customer service leadership, multi-site and multi-brand experience preferred.
• Strong stakeholder management and influencing skills across senior leadership.
• Experience standardizing processes while allowing local autonomy is essential.
• Excellent written and verbal communication across all levels of the organization.

Responsibilities

• Develop and implement a unified customer service strategy across brands and markets.
• Standardize KPIs and playbooks; ensure scalable, repeatable processes.
• Oversee technology selection and integration of CRM, ticketing, and communication platforms.
• Lead cross-functional teams and build leadership structures across locations and brands.

Skills

Leadership

Stakeholder management

Project management

Communication

Problem solving

Bias for action

English communication

CRM

Excel

PowerPoint

Education

Bachelor's degree in Business or related field

Tools

CRM

Excel

PowerPoint

Job description

Company Summary:At Young Innovations, we foster a dynamic environment where team members make an impact every day as part of a collaborative, inclusive culture. Together, we serve the dental profession and their patients, united in our mission of achieving a Lifetime of Oral Health.We embrace diverse perspectives and encourage bold thinking, challenging traditional approaches with a bias for action. Whether you’re looking to expand your skills or grow your career, Young is here to support your goals and continuous learning. At Young, YOU are at the core of what we do.Position Overview:Young Innovations is looking for a National Director, Customer Service to build, standardize and lead our customer service function across multiple business units. The ideal candidate is a hands-on leader who can balance centralized standards with the flexibility to support diverse brands, product lines and markets.Ensure consistent service quality, efficient operations and a unified customer experience strategy while respecting the unique needs and customer profiles of each individual business.Give executive leadership visibility into customer service performance across the entire portfolio and unit by unit, and decide what should be centralized as shared services and what should stay decentralized.You’ll like this role if:You are a hands-on leader who balances centralized standards with local autonomyYou have a clear bias for action and a sense of urgency in a fast-paced, entrepreneurially minded organizationYou enjoy influencing leaders who are not your direct reportsYou are excited to use technology, including Artificial Intelligence, to modernize how customers are servedWhy You’ll Love Working Here:Medium sized company – not too big, not too small – just enough to get things done and see your impact.Did we say benefits? Full medical, dental, vision, 401k, parental leave, paid holidays, paid time off, short & long term disability insurance, employee assistance program, and more!Build and lead a unified customer service function across Young's multiple business units, including initiatives that use Artificial Intelligence to modernize current systems and drive efficiencies.Who you’ll work with:Reports directly to the Chief Commercial Officer (CCO)Partners closely with Marketing, Product Management, Sales and Commercial ExcellenceWorks with each business unit's leadership (GMs, VPs or Presidents) to align customer service priorities with business goalsWhat You’ll Do:Strategy & StandardizationDevelop and implement a unified customer service strategy, service level standards, and quality benchmarks across YoungCreate scalable, repeatable processes and playbooks that can be adapted across Young and respect our unique customer base and product/service offeringEstablish consistent KPIs (CSAT, NPS, first-contact resolution, average handle time, etc.) while allowing for business-unit-specific targets where appropriateIdentify opportunities to centralize shared services versus what should remain decentralizedOperations & TechnologyOversee selection, implementation, and optimization of customer service technology (CRM, ticketing systems, phone/chat platforms) across Young, prioritizing integration and data visibilityStandardize training programs, onboarding, and quality assurance processes across business unitsBuild reporting dashboards that give executive leadership visibility into performance across the entire portfolio, as well as unit-by-unit breakdownsLead initiatives to implement and modernize current systems leveraging Artificial Intelligence to drive efficienciesManage budgets across multiple cost centers/business unitsLeadership & Cross-Functional StrategyRecruit, lead, and develop customer service managers and teams across YoungBuild a cohesive leadership structure and reporting hierarchy that spans multiple locations/brandsFoster a consistent culture of service excellence while respecting individual identityManage staffing models, scheduling, and workforce planning across units to optimize coverage and costPartner with each business unit's leadership (GMs, VPs, or Presidents) to align customer service priorities with business goalsAct as an escalation point for high-priority or complex customer issues across the portfolioReport on customer service performance, trends, and risks to executive leadershipLead change management efforts when integrating new business units, acquisitions, or process changesRelated DutiesStay abreast of industry, market, and competitive landscape changes that may impact the business, and develop plans to capitalize on opportunities.Other duties as assignedWhat You’ll Bring:Bachelor's degree in Business, a related field, or equivalent experience.8+ years of progressive customer service leadership experience, including at least 3-5 years managing multi-site, multi-brand, or multi-business unit teamsExperience in a holding company, franchise, multi-brand retail/consumer, or private equity portfolio company environment strongly preferredProven ability to standardize processes across diverse teams while allowing for local autonomyExcellent stakeholder management skills, with the ability to influence leaders who may not be direct reportsExcellent creative problem-solving skills with the ability to ideate unique solutions to customer opportunities or concerns.Superior communication skills, both written and verbal, across all levels of the organization.Strong project management skills.A clear 'bias for action' and sense of urgency to operate within a fast-paced, entrepreneurially minded organization.Demonstrated proficiency in verbal and written communication in English, with the ability to convey information clearly, accurately, and professionally across all levels of the organization.Technical SkillsDemonstrated proficiency with relevant web/e-commerce tools and platforms (e.g., CRM, Excel, PowerPoint, etc.)Travel RequirementsAbility to travel up to 20% of the time.Work EnvironmentRemote EnvironmentThis position is fully remote, meaning you will perform your work from a home office or another approved location rather than a traditional company office. As a remote team member, you will be expected to maintain a reliable internet connection, a productive and distraction-free work environment, and consistent availability during established business hours. Regular communication and collaboration will take place through virtual tools (e.g., video conferencing, messaging platforms, and email), and you will be responsible for staying engaged, meeting deadlines, and participating in team meetings and company initiatives. While the role offers flexibility and eliminates commuting, it also requires a high level of self-motivation, organization, and accountability to be successful.Young Innovations, Inc. is an Equal Opportunity Employer and E-Verify participating employer.