Director, Customer Service
Core
Directs enterprise customer service strategy, omnichannel operations, and talent management to deliver on Service Level Agreements, quality, and cost targets while ensuring regulatory compliance.
Role type
Director, Customer Service Operations
Builds
Enterprise customer service operating model, omnichannel platforms, and high-performing teams
Domain
Healthcare logistics and supply chain
Required skills
Strategic planning, omnichannel operations management, financial budgeting, regulatory compliance, talent strategy, transformation leadership, risk management
Preferred skills
Master's degree in business/operations, ITIL 4 certification, PMP/PRINCE2 certification
Technologies
AI/analytics tools, knowledge management systems, omnichannel platforms
Responsibilities
Direct multi-year customer service strategy to achieve SLAs and quality targets; oversee nationwide/global omnichannel operations; drive policy and control governance for compliance; manage financial budgets and cost-to-serve optimization; lead transformation initiatives in automation and AI; oversee enterprise incident and risk management; direct workforce strategy and succession planning