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

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.

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

Education / Training / Experience

Technology

Must have advanced computer use skills

Some exposure to automation technologies

Some exposure to analytics

Supervisory Responsibilities

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