Description 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 team. This individual will be responsible for driving customer satisfaction, retention, and operational excellence, while managing a large-scale, cross-functional team. With a strong focus on strategy, innovation, and process optimization, the ideal candidate will ensure exceptional service delivery and foster a high-performance, customer-centric environment. Key Responsibilities: + Lead and manage large customer service teams across multiple divisions, fostering a collaborative and high-engagement culture. + Develop and implement innovative strategies to enhance customer satisfaction, retention, and service performance. + Optimize customer service systems, tools, and dashboards to improve operational efficiency and drive better service outcomes. + Collaborate with cross-functional teams and stakeholders to align customer service goals with overall business objectives. + Utilize data analytics to monitor KPIs, identify performance trends, and implement data-driven improvements. + Champion process improvements using operational excellence methodologies (e.g., Lean, Six Sigma). + Manage organizational change and lead transitions to ensure successful adoption of new processes and systems. + Foster a customer-centric environment by building strong relationships and ensuring accountability at all levels of the team. Requirements Key Qualifications: + Proven experience in leading large-scale customer service teams, ideally in a segmented structure. + Strong expertise in CRM systems, customer service technologies, and performance management tools. + In-depth knowledge of customer service best practices, KPIs, and retention strategies. + Demonstrated success in driving process improvements and operational excellence. + Experience in managing cross-functional collaboration and stakeholder engagement. + Strong analytical skills with the ability to leverage data to drive performance and decisions. + Expertise in change management and leading organizational transitions. For immediate consideration, apply directly to this posting. You may also email your resume to: Michelle.Kenney@RobertHalf(.com) Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .