Talent.com
Director, Customer Service
Director, Customer ServiceMagnaCare • Las Vegas, NV, US
No longer accepting applications
Director, Customer Service

Director, Customer Service

MagnaCare • Las Vegas, NV, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description
About The Role
Magnacare is seeking a Las Vegas-based Onsite Director of Customer Service to be responsible for the strategic direction, performance, and day-to-day management of a multi-channel customer service organization, including both contact center and walk-in service center operations. This role ensures exceptional customer experiences, operational excellence, and scalable service delivery across in-house and outsourced environments. The Director will lead teams, optimize processes, leverage data and technology, and partner cross-functionally to support organizational goals.

Key Responsibilities
  • Plan, direct, and oversee the operations of multi-purpose, multi-location contact centers and walk-in customer service centers.
  • Establish and maintain policies, procedures, goals, and service standards aligned with business line requirements and customer expectations.
  • Drive operational excellence by optimizing resources, workforce capacity, workflows, and service delivery models.
  • Lead forecasting, workforce planning, and scheduling to ensure staffing levels meet current and future customer demand.
  • Identify, evaluate, and manage vendor partners, including outsourced call center providers and technology vendors.
  • Oversee vendor performance through Service Level Agreements (SLAs), quality metrics, call flows, workflows, and statistical reporting.
  • Champion the implementation of new tools, technologies, and process improvements to enhance efficiency, scalability, and customer satisfaction.
  • Develop, implement, and maintain comprehensive reporting and dashboards for internal operations and business stakeholders.
  • Monitor key performance indicators (KPIs), customer service metrics, and call center analytics to identify trends, gaps, and opportunities.
  • Analyze inbound volume patterns and customer interaction trends; identify root causes and drive corrective action plans.
  • Establish, monitor, and continuously improve benchmark standards related to service levels, productivity, and customer satisfaction.
  • Build, lead, and mentor Customer Service management teams across contact center and walk-in operations.
  • Create and support career pathing, succession planning, and leadership development initiatives.
  • Foster a culture of accountability, collaboration, continuous learning, and customer-centric thinking.
Essential Qualifications
  • Bachelor’s degree in Business, Operations Management, or a related field (Master’s degree preferred).
  • Minimum of 10 years of progressive leadership experience managing complex customer service or contact center operations (inbound and outbound).
  • Proven experience managing both in-house and remote contact center environments.
  • Demonstrated success leading large-scale operational initiatives, transformations, and technology implementations.
  • Industry experience in healthcare, insurance, or similarly regulated, high-volume service environments.
  • Strong analytical, communication, and problem-solving skills with the ability to translate data into action.
  • Deep expertise in call center metrics, workforce management, and performance benchmarking.
  • Proven track record of developing and implementing exceptional customer service standards and procedures.
  • Exceptional leadership, coaching, and interpersonal skills with experience leading teams in fast-paced, results-driven environments.
  • Ability to manage multiple priorities, influence cross-functional stakeholders, and drive change effectively.
  • Experience with modern telephony platforms, CRM systems, and customer engagement technologies strongly preferred.
Key Competencies
  • Strategic Thinking & Execution
  • Customer Experience Leadership
  • Data-Driven Decision Making
  • Vendor & Contract Management
  • Workforce Planning & Optimization
  • Change Management
  • Talent Development & Engagement


Powered by JazzHR

z7Epyo5xuJ

Create a job alert for this search

Director, Customer Service • Las Vegas, NV, US

Similar jobs

Customer Service Manager

Serenity Mental Health CentersHenderson, NV, US
Full-time
Quick Apply

Customer Service Manager .This is a role for someone who has already figured out how to run a busy operation and is ready to do it somewhere that will push them further.You'll be expected to lead v...Show more

Sr. Director, Fulfillment Operations

Saddle Creek Logistics ServicesNorth Las Vegas, NV, United States
Full-time

Provides leadership and direction for fulfillment operations Develop and manages through a budget process Using a collaborative approach, continually evaluate, measure, and refine processes to impr...Show more

 • Promoted

Customer Service Lead

Serenity Mental Health CentersHenderson, NV, US
Full-time
Quick Apply

Ready to Lead with Heart? Bring Your Customer Service Experience to a Purpose-Driven Team.At Serenity, we’re building high-impact teams and transforming the way people experience well-being.We’ll T...Show more

Licensed Marriage & Family Therapist

LifeStance HealthCoyote Springs, NV, US
Full-time +1

At LifeStance Health, we believe in a truly healthy society where mental and physical healthcare are unified to make lives better.Our mission is to help people lead healthier, more fulfilling lives...Show more

 • Promoted

DIRECTOR - MEDICAL STAFF SERVICES

Universal Health ServicesLas Vegas, NV, United States
Full-time

Valley Hospital Medical Center.Located in the heart of Las Vegas, Valley Hospital Medical Center is an acute care and teaching hospital that has provided high quality healthcare to residents of Sou...Show more

 • Promoted

Customer Service Manager - Hospitality

Serenity Mental Health CentersHenderson, NV, US
Full-time
Quick Apply

Customer Service Manager – Hospitality .Lead a high-performing team in a .We’re looking for a hands-on leader who knows how to .This role is ideal for someone from hospitality, retail, or call cent...Show more

Executive Director (Assisted Living Administrator)

Western States Lodging Management and DevelopmentLas Vegas, NV, United States
Full-time

Are you an experienced senior living leader who is passionate about creating a high-quality, engaging environment for residents?.Legacy House of Centennial Hills.Opportunity to lead a well-establis...Show more

 • Promoted

Director of Service- HVAC

GpacLas Vegas, Nevada, United States
Full-time
Quick Apply

Qualifications for the Director of Service:.Commercial HVAC service leadership experience.Valid Drivers License and clean driving record.Must have strong skillset in commercial HVAC products, insta...Show more

DIRECTOR - MEDICAL STAFF SERVICES

Valley Hospital Medical CenterLas Vegas, NV, US
Full-time

Valley Hospital Medical Center.Located in the heart of Las Vegas, Valley Hospital Medical Center is an acute care and teaching hospital that has provided high quality healthcare to residents of Sou...Show more

 • Promoted

Director of Service- HVAC

gpacLas Vegas, NV, United States
Full-time

Qualifications for the Director of Service:.Commercial HVAC service leadership experience.Valid Drivers License and clean driving record.Must have strong skillset in commercial HVAC products, insta...Show more

 • Promoted

Senior Director / Vice President of Servicing

Prove PartnersLas Vegas, NV, US
Full-time
Quick Apply

PROVE Partners, LLC, founded in 2003 and based in Las Vegas Nevada, and Denver, Colorado, is a patient-centric complex claims administration and healthcare finance company that provides innovative ...Show more

Director of Sales and GTM

Prove PartnersLas Vegas, NV, US
Full-time
Quick Apply

PROVE Partners, LLC, founded in 2003 and based in Las Vegas Nevada and Denver, Colorado, is a litigation finance company that provides financial products and innovative services to injury victims, ...Show more

DIRECTOR MEDSURG

West Henderson HospitalHenderson, NV, US
Full-time

It is located at the southwest corner of Raiders Parkway and St.Rose Parkway, near the Las Vegas Raiders' headquarters.Services available include emergency care, cardiac care, neurology care, surge...Show more

 • Promoted

Director of Cardiovascular Services

Mission HospitalLas Vegas, NV, United States
Full-time +1

This position is incentive eligible.Learn more about the benefits offered for this job.The estimate displayed represents the typical salary range of candidates hired.Factors that may be used to det...Show more

 • Promoted

Sales & Customer Engagement Director- REMOTE

Encore GlobalLas Vegas, NV, United States
Remote
Full-time

Sales & Customer Engagement DirectorThe Sales & Customer Engagement Director is responsible for identifying, sourcing and securing business across the full end to end range of products and services...Show more

 • Promoted

Director of Revenue Optimization

SAHARA Las VegasLas Vegas, Nevada, United States
Full-time +1
Quick Apply

JOB TITLE: Director of Revenue Optimization.The Director of Revenue Optimization is a leadership role responsible for executing revenue strategies that maximize total profitability across hotel, gr...Show more

Director, Customer Service

MagnaCareLas Vegas, NV, United States
Full-time

Magnacare is seeking a Las Vegas-based Onsite Director of Customer Service to be responsible for the strategic direction, performance, and day-to-day management of a multi-channel customer service ...Show more

 • Promoted

Remote Customer Service Representative $45 per hour

GL1Boulder City, Nevada
Remote
Part-time +1

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet...Show more