Senior Director of Customer Service Operations

OnTrac is a provider of same-day and next-day delivery services in the U.S. The Senior Director of Customer Service Operations will lead large-scale customer service operations, define the operating model and strategy, oversee performance, budgets, workforce planning, and vendors, and drive transformation to improve customer experience, scalability, productivity, and cost structure.

Responsibilities:

• Customer service operating model: Develop and execute the customer service operating model, including decisions around onshore, offshore, outsourced, automated, and self-service support capabilities
• Operating rhythms & performance management: Build and maintain operating rhythms, scorecards, business reviews, service standards, and performance management processes that drive accountability and measurable results
• Root cause analysis & operational improvement: Identify drivers of contact volume, customer dissatisfaction, repeat contacts, inefficiencies, and operating costs, and lead initiatives to address root causes
• Workflow, QA & workforce process redesign: Redesign workflows, escalation processes, quality assurance programs, knowledge management practices, workforce management processes, and coaching programs to improve performance and consistency
• Tools, automation & AI enablement: Partner with internal teams to prioritize and implement customer service tools, automation capabilities, AI solutions, and process improvements that enhance customer outcomes
• Budget, staffing & vendor oversight: Oversee departmental budgets, workforce planning, vendor performance, staffing strategies, and resource allocation to ensure efficient and effective service delivery
• Data-driven decision support: Use customer, operational, and workforce data to identify trends, prioritize opportunities, measure outcomes, and support informed decision-making
• Executive communication & stakeholder alignment: Communicate performance, risks, opportunities, and strategic recommendations to executive leadership while driving alignment across key stakeholders
• Transformation & organizational leadership: Lead large-scale operational and organizational transformation initiatives while recruiting, developing, and leading a high-performing organization of leaders, managers, supervisors, and customer service professionals

Requirements:

• 15+ years of relevant experience, including experience leading divisions, with a Bachelor's degree or equivalent
• Deep expertise in large-scale customer service and contact center operations, including: omni-channel support models, workforce management, quality assurance, customer experience, operational performance management
• Advanced financial fluency, including capital allocation, governance, and compliance at an enterprise scale
• Comprehensive understanding of the business and market context, enterprise strategy dynamics, and competitive landscapes