Director of Service Center (COE) - Remote

Overview

The Director, Service Center (COE) is a manager and leader of our Centers of Excellence within the Customer Service organization, accountable for leading a team that ensures high quality, accurate, and empathetic customer experiences.

In Short

• Lead and manage the Centers of Excellence within Customer Service.
• Ensure high-quality customer experiences across various channels.
• Oversee quality programs and customer satisfaction evaluations.
• Manage customer service technology deployment and enhancements.
• Support account management and provide insights on customer service trends.
• Drive continuous improvement initiatives and operational efficiency.
• Develop talent through feedback and training.
• Collaborate with Learning & Development for effective training programs.
• Analyze data to inform decision-making and strategy.
• Engage in budgeting and financial planning for the service center.

Requirements

• 5+ years in a Director or higher role in a multi-channel contact center.
• Strong understanding of customer service technologies.
• Ability to problem-solve and manage change effectively.
• Excellent communication skills across all organizational levels.
• Data-driven with advanced Excel skills.
• Experience in budgeting and financial management.
• Willingness to work flexible hours and travel occasionally.

Benefits

• Comprehensive health benefits including dental and vision plans.
• Competitive compensation with performance-based incentives.
• Remote-first, office-friendly work environment.
• Retirement savings plans for financial security.
• Opportunities for professional development and career growth.
• Supportive culture that values collaboration and creativity.
• Employee wellbeing initiatives focused on mental health and wellness.