Senior Director of Customer Service Operations

OnTrac is hiring a Senior Director of Customer Service Operations to oversee large-scale customer service operations and shape the department’s vision and strategy. The role involves driving transformational change, ensuring alignment with company objectives, and improving customer experience and operational performance.

Responsibilities:

• Develop and execute the customer service operating model, including decisions around onshore, offshore, outsourced, automated, and self-service support capabilities
• Build and maintain operating rhythms, scorecards, business reviews, service standards, and performance management processes that drive accountability and measurable results
• Identify drivers of contact volume, customer dissatisfaction, repeat contacts, inefficiencies, and operating costs, and lead initiatives to address root causes
• Redesign workflows, escalation processes, quality assurance programs, knowledge management practices, workforce management processes, and coaching programs to improve performance and consistency
• Partner with internal teams to prioritize and implement customer service tools, automation capabilities, AI solutions, and process improvements that enhance customer outcomes
• Oversee departmental budgets, workforce planning, vendor performance, staffing strategies, and resource allocation to ensure efficient and effective service delivery
• Use customer, operational, and workforce data to identify trends, prioritize opportunities, measure outcomes, and support informed decision-making
• Communicate performance, risks, opportunities, and strategic recommendations to executive leadership while driving alignment across key stakeholders
• 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
• It is the responsibility of every position to understand and adhere to the security guidelines outlined in OnTrac's Acceptable Use policy and to conduct their activities accordingly