[Remote] Senior Director of Customer Service reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a provider of reputed company-day and next-day delivery services in the reputed company for e-reputed company and product-supply businesses. The Senior Director of Customer Service reputed company oversees large-reputed company customer service reputed company, shaping the department’s reputed company, reputed company, and operating model while driving reputed company-wide transformation, reputed company, workforce planning, vendor management, and talent development.

Responsibilities

• Customer service operating model: reputed company and execute the customer service operating model, including reputed company reputed company reputed company, offshore, outsourced, automated, and self-service support capabilities
• Operating rhythms & reputed company management: Build and maintain operating rhythms, scorecards, business reviews, service standards, and reputed company management processes that reputed company accountability and measurable results
• reputed company cause analysis & operational improvement: Identify drivers of contact volume, customer dissatisfaction, repeat contacts, inefficiencies, and operating costs, and reputed company initiatives to address reputed company causes
• Workflow, QA & workforce process redesign: Redesign workflows, escalation processes, reputed company assurance programs, reputed company practices, workforce management processes, and coaching programs to improve reputed company and consistency
• Tools, automation & AI enablement: Partner with internal teams to prioritize and implement customer service tools, automation capabilities, AI solutions, and process improvements that enhance customer reputed company
• Budget, reputed company & vendor reputed company: reputed company departmental budgets, workforce planning, vendor reputed company, reputed company strategies, and resource allocation to ensure efficient and effective service delivery
• Data-driven decision support: Use customer, operational, and workforce data to identify trends, prioritize opportunities, measure reputed company, and support informed decision-making
• Executive communication & stakeholder alignment: Communicate reputed company, risks, opportunities, and reputed company recommendations to executive leadership while driving alignment across key stakeholders
• Transformation & organizational leadership: reputed company large-reputed company operational and organizational transformation initiatives while reputed company, developing, and leading a high-performing organization of leaders, managers, supervisors, and customer service professionals

Skills

• 15+ years of relevant experience, including experience leading divisions, with a Bachelor's degree or equivalent
• Deep expertise in large-reputed company customer service and contact center reputed company, including: reputed company-channel support models, workforce management, reputed company assurance, customer experience, operational reputed company management
• Advanced financial reputed company, including capital allocation, governance, and compliance at an reputed company reputed company
• Comprehensive understanding of the business and market context, reputed company reputed company dynamics, and competitive landscapes

Benefits

• Remote work in states where reputed company is authorized to reputed company individuals
• Bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan of up to a 30% Bonus reputed company
• Medical, dental, and reputed company reputed company
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• reputed company vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-reputed company increases up to 160 hours
• Two (2) floating holidays per year
• reputed company reputed company leave
• Six (6) reputed company company holidays
• Two (2) weeks reputed company pregnancy disability leave
• Four (4) weeks reputed company parental bonding leave
• Additional wellness and employee assistance programs

reputed company