Director, Customer Service

Role Overview

The Director, CSC Customer Excellence is the senior service leader responsible for creating and leading a unified organization across all CSC customer service teams; turning every customer contact into resolution, trust, and long-term loyalty. This role owns the performance of a four-tier service organization, from Senior Managers through Care Advisors, and translates enterprise customer experience goals into daily coaching, process, quality, and culture on the floor. The role is accountable for service strategy, customer satisfaction, quality, escalation management, operational excellence, and predictable execution through clear operating plans, consistent service practices, reduced customer effort, and measurable leadership accountability.

Reporting to the VP, CSC & Sales and partnering closely with the Director, CSC Sales, this leader ensures the service and sales sides of the CSC operate as one unified organization; protecting customer trust in every interaction while building the AI-enabled, data-driven capabilities that strengthen loyalty and keep the CSC ahead of the industry.

KEY RESPONSIBILITIES

Enterprise Customer Service Leadership & Strategy

• Establish and lead the CSC customer service strategy across all teams, channels, and programs to achieve satisfaction, loyalty, resolution, quality, and productivity targets.
• Translate enterprise goals into annual and quarterly service plans, priorities, targets, and operating rhythms that produce consistent, sustainable results.
• Lead and develop Senior Managers, Customer Service Managers, and other service leaders, defining clear accountability for customer and operational performance.
• Create a unified service organization with consistent standards, decision rights, escalation authority, processes, and leadership expectations.
• Serve as the primary CSC customer service advisor to the Vice President and senior partners, communicating performance, risks, customer trends, and recommended actions.

Customer Experience & Performance Management

• Own service performance across CSAT, NPS, repeat contacts, escalations, case aging, productivity, and schedule adherence.
• Partner with Finance, Workforce Management, and Analytics to improve volume forecasts, capacity planning, staffing, scheduling, and resource allocation.
• Establish scorecards, dashboards, and review cadences that identify customer experience and performance variances early and drive corrective action.
• Hold service leaders accountable for commitments through clear goals, disciplined coaching, performance plans, and follow-through.
• Continuously improve channel strategy, workflows, routing, and case management to reduce customer effort, backlogs, transfers, and repeat contacts.

Service Execution, Quality & Customer Recovery

• Develop, execute, and standardize service playbooks, quality expectations, escalation procedures, documentation standards, coaching routines, and performance management practices across all CSC customer service teams.
• Own the customer escalation and recovery framework, ensuring complex, executive-level, VIP, regulatory, and reputational cases receive timely resolution and root-cause follow-up.
• Build a coaching system that converts quality data, customer feedback, interaction insights, and observed behaviors into actions that improve empathy, resolution, and loyalty.
• Ensure service leaders engage with associates and customers to understand pain points and translate frontline insights into operational improvements.

Analytics, Technology & AI Innovation

• Use analytics, voice-of-customer data, root-cause analysis, and journey insights to identify trends and prioritize improvements in service quality, loyalty, and productivity.
• Champion CRM, knowledge management, omnichannel, self-service, agent-assist, sentiment analytics, and AI tools that improve resolution, consistency, and leader effectiveness.
• Promote a data-informed culture where leaders use dashboards, quality insights, customer feedback, and interaction analytics to guide decisions.
• Sponsor pilots and experimentation, establishing governance, adoption plans, and success measures before scaling proven capabilities.

Talent Development & Leadership Accountability

• Build a high-performing leadership team through selection, onboarding, coaching, talent calibration, succession planning, and structured development.
• Define success profiles and leadership competencies for CSC customer service roles and ensure consistent recruiting, onboarding, and development standards.
• Build bench strength for critical leadership roles and take timely action to address performance or capability gaps.
• Foster a culture of accountability, recognition, inclusion, continuous improvement, collaboration, and customer obsession.

Cross-functional Collaboration

• Partner with the Director, CSC Sales to align service and sales priorities, customer handoffs, escalation ownership, operating standards, and customer journeys.
• Collaborate with eCommerce, Retail, Merchandising, Supply Chain, Finance, HR, Technology, Training, Quality, and Workforce Management to remove customer and operational barriers.
• Represent the voice of the customer in enterprise planning and provide insights that influence policies, inventory, fulfillment, returns, repairs, promotions, and loyalty programs.
• Build stakeholder alignment around priorities, investments, resource needs, execution commitments, and responses to systemic customer issues.

Additional Responsibilities

• Perform other duties and special projects as assigned.