Director of Customer Service Operations, Enterprise Services

Director Of Customer Services Operations For Enterprise Services

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Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and / or commercially), for assigned organizational unit.

Reporting to the Head of Strategy, North America, Customer Services (NAM CS STTR), this is a role well suited to an ambitious professional, looking for the next step in their career. As the Director of Customer Services Operations for Enterprise Services, you will be responsible for :

Role Overview

The Director of Customer Service Operations, Enterprise Services will lead operational execution for the core customer service business for our Value Partnerships, Healthcare Technology Management partnerships and other future Customer Service offerings for our Enterprise Services customers. The role will drive service delivery performance, customer satisfaction and support the implementation of products and processes to enable our growing segment of Enterprise Services customers across North America. This role will collaborate closely with the Sales, Service Business Management and Enterprise Services team, serving as the service liaison for these groups for Enterprise Services Customers.

Key Responsibilities :

Customer Focus

• Cultivate close-knit, sustainable relationships with customers; communicate effectively with Enterprise Services, Customer Service and Sales teams to deliver an industry-leading experience.
• Ensure timely responses and resolutions to customer issues, particularly those identified through Customer Satisfaction surveys (e.g., Echo 360).
• Lead systematic customer satisfaction efforts by establishing improvement actions and engaging in consistent follow-up to meet and exceed satisfaction benchmarks.
• Orchestrate and facilitate business reviews with a refined process for effective customer interaction.

Sales and Enterprise Services Partnership and Strategic Alignment

People Leadership

Delivery Responsibilities

Quality and Service Culture

Required Skills to Have for the Success of This Role

Physical Requirements