Remote Service Director: Customer Success & Tech Leadership

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Relocation assistance provided

Job summary

Ladders is seeking a Service Director to lead customer service delivery across the US region, with a strong focus on technical support, issue resolution, and operational excellence. You will partner with customers and internal teams to address service concerns promptly while strengthening long-term relationships.

The role combines people leadership, analytics, and business insight to improve performance and the customer experience.

Qualifications

• 4+ years of medical services leadership experience.
• Experience leading technical teams.
• Willingness to travel up to 50%.
• Legal authorization to work in the U.S. without sponsorship.

Responsibilities

• Serve as the primary contact for customers, ensuring timely resolution of service concerns.
• Maintain in-depth knowledge of the assigned region and product lines to support customer needs.
• Establish ongoing technical and business support for customers in designated areas.
• Lead and develop talent within the team, including staffing and performance management.
• Apply technical expertise and analytical skills to execute policies and strategies.
• Understand best practices and market competition to enhance service delivery.
• Propose innovative solutions for complex manufacturing processes and production cycles.

Skills

Leadership experience

Team management

Customer service

Strategic thinking

Education

Bachelor’s degree or equivalent (medical services)

Associate’s degree with 6+ years

High School Diploma/GED with 10+ years in medical services

Job description

Ladders is seeking a Service Director to lead customer service delivery across the US region, with a strong focus on technical support, issue resolution, and operational excellence. You will partner with customers and internal teams to address service concerns promptly while strengthening long-term relationships.

The role combines people leadership, analytics, and business insight to improve performance and the customer experience.