Vice President, Customer Service - Call Center (Technical skills req)

Job Description

Job Description

Position Purpose
To lead, mentor and direct customer success teams to ensure optimal customer experiences, drive customer satisfaction and ensure timely and effective CS processes. T

Our Senior Director, Customer Success must manage all major order channels and processes, such that they can effectively understand KPIs, budget planning and management, necessary resource allocations, recommend process improvements, identify, plan and execute automation initiatives, and effectively and directly perform triage for process failures and escalations.

This technology-driven role must also balance deep departmental knowledge with a broader understanding of cross-departmental operations and business goals, to effectively drive change across the organization. Being customer-centric, technologically innovative and assertive with a strong interpersonal skillset is critical for success in this role.

Core Responsibilities & Principle Accountabilities

• Partner collaboratively & build health relationships with individuals across the organization.
• Keep up-to-date on the latest technology and CS trends.
• Responsible for CS service expansions, including new CS support programs, new business plans and/or domains.
• Responsible for sufficiently understanding and project managing technology and automation implementations. These must include system integrations through EDI, CXML and APIs, as well as automations through intention based chatbots, ERP workflows, AI/Agentic studios or other automation technologies for data processing, customer experience & triage.
• Responsible for leading system upgrades and conversions, where they impact CS processes or resources. This includes directing test plans, reviewing new processes and providing effective direction for optimization—it is critical to understand and plan initial implementations that have clear end-states, to avoid sub-optimization long-term.
• Ongoing data analysis, statistical analysis & reporting of CS metrics.
• Effective budget management & managing reasonable operational costs.
• Define and implement team objectives. Develop specific short-term and long-term plans and programs, together with supporting budget requests.
• Responsible for all resources and business performance of Customer Success, including effective hiring, training oversight and planning, incident resolution, attendance adherence, and throughput of all virtual and human resources.
• Provide coaching to direct reports regarding management skills, motivational and accountability techniques, and effective process and automation development.
• Develop plans for new technology.
• Develop and implement corporate policy regarding customer initiatives.
• Consult with all segments of management responsible for policy or action. Ensure compliance within area of responsibility.
• Analyze data on a continual and ongoing basis for process improvement.
• Implement ISO & QA processes & improvement efforts.
• Responsible for all resources and business performance of Customer Success, including effective hiring, training oversight and planning, incident resolution, attendance adherence, and throughput of all virtual and human resources.
• Provide coaching to direct reports with regard to management skills, motivational and accountability techniques & effective process and automation development.
• Develop new short-term and long-term business initiatives for CS, for continuous improvement (CI).
• Personal review of every escalation and determination of additional CI requirements.
• Regularly reviews team performance and reporting.
• Work Travel when required, up to 10% of work availability.

Knowledge/Skills/Competencies

• Effective budget management skills & budgets.
• Ability to draft proposals and statements of work
• Ability to understand, plan and direct automations that depend on technologies commonly used in Customer Relationship Management
• Ability to work overtime when needed.
• Ability to work as an individual contributor as well as a strategic leader
• Ability to support sales efforts that include CS support services
• Ability to manage multiple projects simultaneously
• Account management skills
• Excellent presentation skills
• Proven track record in Customer Service
• Success in developing, motivating and leading a high-performance CS team
• Strong customer focus
• Strong focus on automation and technology
• Ability to manage change
• Team oriented
• Excellent verbal communication skills
• Problem solving skills
• Ability to see the “big picture”
• Ability to set goals and meet them
• Ability to handle pressure and meet deadlines
• Ability to analyze complex operational problems, develop innovative solutions, and align them with the organization’s strategic objectives.
• Strong critical thinking skills.
• Ability to read & interpret documents
• Ability to read & understand financial statements.
• Good organizational skills.
• Project management skills

Education/Training/Experience

• High School Diploma or equivalent experience.
• College Degree or equivalent experience.
• Master’s Degree helpful.
• 10+ years progressive CS or operations experience.
• 5+ years experience managing CS Teams.
• ISO experience.

Technology

• Must have advanced computer use skills
  • Highly proficient key board kills
  • Highly proficient with MS Office suite
  • General familiarity with PC triage, low-level troubleshooting, research, etc
• Highly proficient with CRM and ERP systems
• Some exposure to automation technologies
  • EDI, CXML, APIs, Scripting
  • CRM-based SLA notifications
  • AI/Agentic studios, Workflows, etc
• Some exposure to analytics
  • Power BI
  • Jet Reports
  • Platform dashboards
  • Other Reporting tools

Supervisory Responsibilities

• CS Team Leads
• CS Representatives