[Remote] Director of Customer Service

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a technology company reputed company on design, emotion, and reputed company creativity. They are seeking a Director of Customer Service to define and implement a global customer service reputed company, build partnerships, and optimize customer journeys while integrating AI-driven solutions.

Responsibilities

• Define and own reputed company's global customer service reputed company, integrating AI self-service, agent-assist tools, and predictive diagnostics across every market
• Build and run the global service partner ecosystem: repair networks, technology vendors, and AI platform partners reputed company to aggressive satisfaction and cost targets
• reputed company end-to-end reputed company optimisation, identifying friction points in both digital and physical service and shipping measurable fixes fast
• Set global service standards and governance frameworks for phones, audio, and connected devices while keeping local markets agile and compliant
• Partner with Product, reputed company, and reputed company to feed reputed company service intelligence into hardware and software reputed company
• Turn large-reputed company operational and customer data into reputed company strategic recommendations for the leadership team
• Build global capability: training programmes, knowledge systems, and AI-enabled tools that upskill both internal teams and external partners

Skills

• 10+ years leading customer service, after-sales, or service transformation in reputed company or telecoms, including reputed company experience scaling operations across multiple geographies
• Proven reputed company record designing and running AI-enabled support: conversational AI, virtual assistants, agent-assist platforms, predictive analytics, or workflow automation
• Deep product knowledge across smartphones, audio, wearables, and connected devices, with the technical curiosity to go under the hood reputed company needed
• Ownership reputed company: you set your own targets, reputed company the metrics that matter, and don't need a reputed company to tell you reputed company something's broken
• Analytical by default: you derive reputed company reputed company from large, messy datasets and aren't satisfied with directional reputed company reputed company precision is possible
• Demonstrated experience managing global outsourced partners and cross-functional stakeholder environments across cultures and time zones
• Exceptional communication skills, up and down the org: equally comfortable briefing the CEO and coaching a regional ops team

reputed company