Associate Director, Customer Service
Core
Strategic leadership of Customer Success operations to drive revenue growth, margin improvement, and customer retention for business license services.
Role type
Senior leadership IC (Associate Director)
Builds
High-performing customer success teams and scalable service delivery processes
Domain
Business licensing and regulatory compliance services
Required skills
Strategic and operational leadership, team management and development, budget and capacity management, data-driven decision making, process design and scaling, cross-functional partnership, change management
Preferred skills
Experience in business licensing or regulatory compliance, fluency with customer success platforms and analytics tools
Responsibilities
Lead managers and teams across Customer Success operations, translate portfolio strategy into operating plans, own performance and results for service quality and margin improvement, establish scalable processes and controls, partner cross-functionally to address customer needs, lead resolution of complex customer issues, align staffing and budgets with demand, develop emerging leaders, champion continuous improvement
Seniority
Senior, hands-on IC with leadership scope
