Director of Customer Service

NEOGOV - 3.3

Draper, UT Job Details Full-time 1 day ago Benefits Paid parental leave Health insurance Dental insurance Paid time off Parental leave Vision insurance 401(k) matching Qualifications AI chatbots Salesforce Service Cloud Managing technical support teams Google Workspace AI use case identification Performance improvement leadership Strategic management Texting/chatbox tools Automation Managing teams in a customer support role Tooling IT transformation Coaching Customer satisfaction tracking Operations transformation Process design Employee relationship building Shift management Metrics Reporting Frontline customer support management Leadership development 8 years Global team management Managing clients in a customer support role Team development Hiring Key Performance Indicators Quality performance measurement Machine intelligence Professional development support Full Job Description Salary Depends on Qualifications Location Draper, UT Job Type Full-Time Job Number 00940 Department Customer Service Division General Opening Date 08/05/2026 About The successful candidate will work onsite at our Draper location Monday through Friday. For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities. We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution. At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life. NEOGOV is looking for a Director of Customer Service who can take the organization to its next level of scale and efficiency. Reporting directly to the Chief Operating Officer, they will serve as a strategic thought partner who looks critically at the systems, workflows, data, and tooling underpinning the service center, and who has the operational depth and scaling experience to redesign them for the next stage of growth. They will own the department's AI transformation, embedding intelligent automation and agentic self-service into how we serve customers. If you are energized by a best-in-class, digital-first, data-driven customer service engine during a period of rapid, multi-product growth, this role is for you. What You Will do Own and champion the department's AI strategy deploying AI-powered chatbots, intelligent call and case routing, and agentic self-service tools to reduce handle times and deflect volume while improving the customer experience. Develop and deliver a digital-first customer service model that shifts routine interactions to automated and self-service channels and reserves human expertise for high-value work. Evaluate and operationalize new technologies, building the business case and measuring impact against clear KPIs. Diagnose and re-engineer existing processes, tools, staffing models, and knowledge resources that bring an operator's eye to what is working, what is not, and what should be rebuilt. Establish, monitor, and continuously improve the operational metrics that define service quality (CSAT, first-contact resolution, abandon rate, NPS, case aging, and service level). Own end-to-end contact center operations across all products and channels designing systems and workflows that scale efficiently as the customer base and product portfolio grow, rather than simply adding headcount. Build workforce planning, forecasting, and hiring models that align staffing to volume across queues, shifts, time zones, and product lines. Act as a strategic thought partner to the Chief Operating Officer, translating service center data and customer insights into recommendations that shape company strategy. Lead, mentor, and scale a multi-tier customer service organization fostering a culture of collaboration, accountability, and continuous improvement. Provide overall management, guidance, and support to the team, and create meaningful career growth and development paths for team members. Support the team through complex customer escalations, helping both the customer and the team member reach resolution. Build and maintain relationships with other organizational units critical to support success. Who You Are 8+ years of progressive experience in customer success, customer support, or customer operations, including 3+ years of people leadership at the manager, director, or senior director level. Hands-on experience owning AI and automation initiatives and deployed or led the deployment of AI/self-service tooling and can speak to the results. A proven track record of building, leading, and scaling customer service teams in SaaS, technology, or other fast-paced environments (you have done this at scale before, not just maintained a steady state). Deep expertise in the metrics and mechanics of a modern contact center, including call and case volume forecasting, staffing and shift planning, service levels, occupancy, abandon rate, and first-contact resolution, complemented by fluency in the outcome-based measures that define AI-enabled service (resolution rate, containment, cost per resolved contact) rather than deflection volume alone. High level of comfort diagnosing operational problems and redesigning processes, tooling, and workflows from the ground up. The ability to operate as a strategic thought partner to senior executives, with the communication skills to influence at the leadership level. Dedication to coaching and developing leaders and individual contributors, both in-person and remotely, across time zones. Strong organizational skills and experience managing competing priorities and co-located, remote, and international teams. Strong proficiency with modern service tooling (we use Google Workspace, DialPad for telephony, and Salesforce for case management). What NEOGOV Offers Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees Generous PTO to support work-life balance Remote working opportunities 401K Matching Autonomy to grow and find your career path with supportive leadership 12-week Paid Parental Leave Inclusive and diverse environment NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors. Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.