Delivery Manager

Job Title:

Director of Customer Service Operations Overview:

We are seeking a dynamic and results-driven Director of Customer Service Operations to lead and elevate our customer service department. This strategic leadership role will oversee the development and execution of operational strategies that ensure exceptional customer experiences, drive service excellence, and align with business goals. The ideal candidate is an accomplished leader who can balance people-focused development with process optimization, and who thrives in creating scalable, high-performance customer service operations.

Key Responsibilities:

Leadership & Team Development:

Lead, inspire, and mentor a team of customer service managers, supervisors, and frontline staff, fostering a high-performance culture centered on accountability, development, and customer satisfaction.

Strategic Planning & Execution:

Develop and execute comprehensive customer service strategies that align with company objectives, ensuring optimal service levels, customer satisfaction (CSAT), and retention.

Operational Excellence:

Oversee the day-to-day operations of the customer service function, ensuring streamlined processes, efficiency, and a seamless customer journey. Implement and refine policies, procedures, and service standards.

Cross-Functional Collaboration:

Partner with senior leadership, Sales, Product, IT, Marketing, and other key departments to drive improvements in the customer experience, resolve systemic issues, and innovate across the customer lifecycle.

Performance Management & KPIs:

Define, monitor, and report on key performance indicators (KPIs), including CSAT, NPS, first contact resolution, and service-level agreements (SLAs). Implement corrective actions and continuous improvements as needed.

Customer Insights & Continuous Improvement:

Utilize customer feedback, service data, and operational metrics to identify trends, analyze performance, and drive ongoing improvements using methodologies like Lean or Six Sigma.

Technology & Tool Optimization:

Oversee the evaluation, implementation, and optimization of customer service technologies and platforms (e.g., CRM, helpdesk software) to ensure a cutting-edge, efficient operation.

Escalation & Resolution:

Handle high-priority escalated customer issues with a focus on resolution, urgency, and maintaining a customer-centric approach.

Workforce Management:

Lead workforce planning, including forecasting, scheduling, and resource allocation to ensure optimal coverage and productivity.

Reporting & Analysis:

Provide regular reports to senior leadership on team performance, service trends, challenges, and opportunities. Present actionable insights and recommendations for business improvements.

Cultural Leadership:

Cultivate a culture of growth, collaboration, and operational excellence. Foster strong communication and employee engagement at all levels, ensuring that team members are supported in their personal development and performance.

Qualifications:

Bachelor's degree in Business Administration, Operations Management, or a related field (Master's preferred). 7+ years of experience in customer service, with at least 4 years in a managerial or director-level operational role, overseeing large teams or multi-site operations. Proven track record of developing and executing customer service strategies that significantly improve customer satisfaction, reduce costs, and drive operational efficiency. Strong leadership and team management skills, with experience leading cross-functional teams in dynamic, high-growth environments. Exceptional analytical skills and data-driven decision-making ability, with expertise in setting and analyzing KPIs. Extensive experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and other relevant technologies. Excellent communication, presentation, and interpersonal skills, with the ability to engage stakeholders at all levels. Ability to thrive in a fast-paced, constantly evolving environment.

Preferred Skills:

Advanced knowledge of process improvement frameworks such as Lean, Six Sigma, or similar methodologies. Experience working in [insert industry, e.g., SaaS, retail, logistics, healthcare]. Bilingual or multilingual skills are a plus.