A Director, Customer Service is a senior management position in a Global Business Services (GBS) model. This role is responsible for Customer Service for the US market, the single largest in order volume and revenue globally. The Director oversees a specific functional area or process within the organization’s shared services center. They are responsible for managing and coordinating the delivery of services within their designated process area. They are responsible for overseeing and improving specific business processes across an entire organization, ensuring standardization, optimization, and alignment with organizational objectives.

• Lead a team of 3-5 Customer Service Senior Managers, Managers and Supervisors with direct and outsourced teams of 50+ contact center representatives; plan, develop and direct all aspects of the operations of the contact center.
• Responsible for overall performance of contact center operations; Directly or through a partnership with the Business Process Outsourcer, deliver on service levels (SLAs) and key performance indicators (KPIs).
• Implement monitoring systems and tools to track process performance, identify bottlenecks or inefficiencies, and report on performance to relevant stakeholders.
• Responsible for designing, implementing, and optimizing the specific process within the organization; Analyze existing processes, identify areas for improvement, and develop strategies to enhance efficiency, effectiveness, and quality.
• Collaborate with stakeholders across different regions, departments, and levels of the organization to ensure alignment and buy-in for the process; engage with senior executives and functional teams to understand their needs, gather feedback, and address concerns; act as a liaison between stakeholders and drive consensus on process improvements or changes.
• Establish and maintain the governance framework; define process standards, policies, and procedures to ensure consistency and compliance across regions or departments; Set guidelines for process documentation, monitoring, and control.
• Ensures that the process is well-documented and easily accessible to all stakeholders; review and approve process documentation, including standard operating procedures (SOPs), work instructions, and process flows; review and approve training materials to ensure that employees across regions or departments have a clear understanding of the process and their roles within it.
• Lead or facilitate process improvement projects, encouraging innovation, and seeking opportunities for automation, digitization, and standardization; Engage with process owners and stakeholders to identify pain points, gather feedback, and implement best practices across regions or departments.
• Manage change associated with process improvements; communicate changes effectively, manage resistance, and support stakeholders through the transition; Provide training, guidance, and resources to ensure a smooth adoption of new processes or technologies.
• Identify and manage risks associated with the process; ensure that processes are compliant with relevant regulations, industry standards, and internal policies; implement controls and mechanisms to mitigate risks and conduct periodic audits to ensure adherence to compliance requirements.
• Collaborate with IT teams to leverage technology solutions and automation to enhance process efficiency and effectiveness; identify technology needs, evaluate and select appropriate tools, and oversee the implementation and integration of technology solutions into the process.
• Build and maintain relationships with external partners, vendors, or service providers relevant to the process; ensure effective communication, negotiate contracts or agreements, and monitor the performance of external entities to ensure service levels and quality standards are met.
• Key contributor in company-wide projects or teams supporting the growth strategy and business priorities.

• 12+ years extensive experience in Customer Service or related field
• 10+ years of experience leading a team
• Minimum of 1-3 years prior experience in managing the delivery of services in an outsourcing relationship.
• Track record of process ownership, process improvement, and driving operational excellence.
• Ability to work across multiple functions or departments to streamline processes, standardize practices, and drive process efficiency; experience collaborating with stakeholders from various areas and aligning process objectives with overall organizational goals.
• Experience in large-scale process transformation initiatives; leading change, influencing stakeholders, and effectively managing resistance to change.
• Possess strong analytical and problem-solving skills to identify process bottlenecks, analyze data, and make informed decisions to optimize processes and drive efficiency.
• Excellent communication and interpersonal skills are essential; ability to effectively communicate process objectives, drive alignment, and influence stakeholders at all levels of the organization.
• This position will require in-office work
• This position will require up to 30% travel, including international travel
• This role is hybrid with three days onsite in Princeton, NJ and two days remote