Director, Customer Service

Golden Pet Brands is dedicated to creating a world where pets live longer, healthier lives. They are seeking a Director of Customer Service to lead a large distributed team, delivering omni-channel support and driving operational excellence while maximizing customer satisfaction and business growth.

Responsibilities:

• Direct all customer support operations across phone, chat, and email channels for multiple pet food brands, ensuring consistent service excellence and brand alignment
• Develop and execute strategic roadmaps that balance immediate operational demands with long-term capability building and operational efficiency
• Manage distributed workforce across Utah, California, Georgia, and Texas, optimizing for regional strengths and coverage needs
• Anticipate and plan for volume surges driven by advertising, discount activity, and virtual sales letter campaigns, ensuring appropriate staffing and resource allocation
• Establish, monitor, and optimize key performance indicators including CSAT, first contact resolution, response times, handle times, revenue per contact, and cost per contact
• Build robust reporting frameworks and dashboards that provide real-time visibility into team performance, channel efficiency, and customer sentiment
• Leverage analytics to identify trends, diagnose issues, and uncover opportunities for service improvement
• Translate data insights into actionable strategies that drive measurable improvements in customer experience, sales revenue, and operational efficiency
• Champion the adoption of automation and AI tools to enhance agent productivity, reduce repetitive tasks, and improve customer self-service options
• Partner with technology and customer experience teams to implement and optimize Salesforce features, chatbots, knowledge management systems, and workflow automation
• Continuously evaluate emerging technologies and pilot solutions that can deliver meaningful impact on efficiency and customer satisfaction
• Balance automation with human touch, ensuring technology enhances rather than diminishes the customer experience
• Partner closely with Marketing to understand campaign timing, messaging, and expected volume impacts
• Collaborate with Product and Operations teams to surface customer feedback, identify product issues, and drive resolution
• Work with Training & Development to ensure team capabilities evolve with product launches and changing customer needs
• Engage with Marketing, QA, and Customer Experience to ensure seamless handoffs and a consistent customer journey experience
• Coordinate with IT on system enhancements, integrations, and technical issue resolution
• Foster a mindset of continuous improvement where problems are identified quickly and addressed systematically
• Implement feedback loops that capture insights from frontline agents, customer experience, brand reputation, and QA, and translate them into effective improvements
• Track relevant data and KPI performance trends to appropriately guide improvement effort resources
• Work with and/or lead quality assurance programs that drive coaching, skill development, and service consistency
• Encourage experimentation and learning, creating safe spaces for testing new approaches
• Build and sustain a positive, enthusiastic, accountable culture that celebrates wins, recognizes contributions, and values team members
• Create transparency around goals, strategies, and performance so everyone understands where we're going and why
• Address issues directly and constructively, creating an environment where problems surface quickly and are resolved collaboratively
• Maintain high ethical standards in all decisions, especially regarding customer promises, data handling, and team treatment
• Champion the 'Customers and pets first' mindset, ensuring quality and integrity drive every interaction
• Move decisively where speed creates advantage while applying rigor to decisions with lasting impact

Requirements:

• Excellent relational skills and ability to get things done through teamwork, persuasion, and influence
• Demonstrated diplomacy and patience skills in interacting with consumers and colleagues
• Proven ability to use data analytics to drive operational, quality and financial performance in accordance with system established goals
• Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is necessary
• Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives
• Excellent work ethic, leadership skills, interpersonal and organizational skills
• Required Education: Bachelors Degree
• 20% Travel Required
• Required Experience: 10+ years in customer support operations with at least 5 years in senior leadership roles
• Proven track record managing large remote teams
• Experience in high-volume, omni-channel contact center environments
• Deep familiarity with Salesforce Service Cloud and working in a remote digital environment
• History of successfully applying workflow automations and AI tools to improve efficiency and performance
• Preferred Education: Masters in Data Science
• Preferred Experience: Proven track record managing 300+ employee teams (300+ employees preferred)
• Deep familiarity with Netsuite, Five9, Cresta, Attentive SMS and Klayvio