Remote Director of Customer Experience & Lifecycle

TASC (Total Administrative Services Corporation); United States; À distance; USD 110 000 - 160 000; Plein temps

Résumé du poste

TASC (Total Administrative Services Corporation) seeks a Director of Customer Service to lead lifecycle management for distributors, clients, and participants. This senior role oversees onboarding programs, retention initiatives, and service delivery across channels, driving growth and customer satisfaction.

Responsibilities include shaping customer experience strategies, defining metrics, and managing budgets with a focus on high-quality, scalable service and leadership of managers and

Qualifications

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

Responsabilités

• 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.
• Define, monitor and improve customer experience metrics including satisfaction, retention and service levels.
• Establish performance expectations and accountability measures aligned with goals.
• Provide leadership to managers and supervisors; oversee customer lifecycle.
• Lead strategic retention initiatives and develop solutions to improve retention.
• Oversee high-quality service delivery via calls, requests and chats.
• Define and improve KPIs and service level expectations.
• Measure resources and departmental performance for continuous improvement.
• Conduct employee performance reviews and set direction for performance expectations.
• Manage resourcing and budget requirements.

Connaissances

Customer experience

Lifecycle management

Onboarding programs

Retention strategies

Leadership

Performance metrics

Budget management

Formation

Bachelor's degree in Business Administration or related

Outils

CRM software

EDI coordination tools

Description du poste

TASC (Total Administrative Services Corporation) seeks a Director of Customer Service to lead lifecycle management for distributors, clients, and participants. This senior role oversees onboarding programs, retention initiatives, and service delivery across channels, driving growth and customer satisfaction.

Responsibilities include shaping customer experience strategies, defining metrics, and managing budgets with a focus on high-quality, scalable service and leadership of managers and