Remote Chief Customer Experience & Lifecycle Leader

Total Administrative Services Corporation; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Total Administrative Services Corporation (TASC) is seeking a Director of Customer Service to lead the end-to-end customer lifecycle, including onboarding, retention and service delivery for distributors, clients and participants. This role will supervise managers and frontline teams, shape the customer experience strategy and drive improvements across processes and platforms.

The ideal candidate has a Bachelor’s degree in Business Administration and 10+ years in customer services leadership,

Qualifications

• Bachelor’s degree in Business Administration or related discipline.
• 10+ years of progressive experience in a Customer Services Management capacity; customer experience, account management, customer success or customer service.
• 5+ years of leadership experience managing leaders and customer-facing teams.
• Experience leading customer lifecycle, retention and service delivery functions.

Responsibilities

• Develop and execute the overall customer experience strategy for a seamless lifecycle from onboarding through ongoing relationship management and customer care.
• Design and implement customer experience programs, service standards and retention strategies to improve the customer experience journey.
• Define, monitor and continuously improve customer experience metrics, including customer satisfaction, retention, services levels, and operational efficiency.
• Establish performance expectations, service standards and accountability measures aligned with organization goals.
• Provide leadership and direction to managers and supervisors. responsible for our customer’s life cycle.
• Lead strategic retention initiatives, including At-Risk Large Client Processes, developing solutions to improve retention.
• Oversee high-quality customer service delivery to distributors, clients and participants via phone calls, support requests and chats.
• Define and improve functional key performance indicators and service level expectations.
• Measure, analyze and communicate individual resources and departmental performance for continuous improvement.
• Conduct employee performance reviews and set functional direction for performance expectations.
• Manage resourcing and functional budgetary requirements.
• Operate within TASC’s guidelines pursuant to the Employee Handbook and all Policies and Procedures.

Skills

Leadership

Customer experience

Customer lifecycle

Retention

Education

Bachelor's degree in Business Administration

Job description

Total Administrative Services Corporation (TASC) is seeking a Director of Customer Service to lead the end-to-end customer lifecycle, including onboarding, retention and service delivery for distributors, clients and participants. This role will supervise managers and frontline teams, shape the customer experience strategy and drive improvements across processes and platforms.

The ideal candidate has a Bachelor’s degree in Business Administration and 10+ years in customer services leadership,