Director of Customer Service - Robert Half : Job Details

Overview: We are seeking a dynamic and results-driven Director of Customer Service Operations to lead and elevate our customer service team. This individual will be responsible for driving customer satisfaction, retention, and operational excellence, while managing a large-scale, cross-functional team in a Business to Business setting.

Key Responsibilities:

• Lead and manage large customer service teams across multiple divisions, fostering a collaborative and high-engagement culture.
• Develop and implement innovative strategies to enhance customer satisfaction, retention, and service performance.
• Optimize customer service systems, tools, and dashboards to improve operational efficiency and drive better service outcomes.
• Collaborate with cross-functional teams and stakeholders to align customer service goals with overall business objectives.
• Utilize data analytics to monitor KPIs, identify performance trends, and implement data-driven improvements.
• Champion process improvements using operational excellence methodologies (e.g., Lean, Six Sigma).
• Manage organizational change and lead transitions to ensure successful adoption of new processes and systems.
• Foster a customer-centric environment by building strong relationships and ensuring accountability at all levels of the team.

Key Qualifications:

• Proven experience in leading large-scale customer service teams, ideally in a segmented structure within a B2B business model
• Strong expertise in CRM systems, customer service technologies, and performance management tools.
• In-depth knowledge of customer service best practices, KPIs, and retention strategies.
• Demonstrated success in driving process improvements and operational excellence.
• Experience in managing cross-functional collaboration and stakeholder engagement.
• Strong analytical skills with the ability to leverage data to drive performance and decisions.
• Expertise in change management and leading organizational transitions.