Director, Customer Service

Title: Director, Customer Service

Employee Status: Regular Full Time

Work From Home Option: Hybrid - 2 Days/Week (40% Remote)

FLSA Status: Exempt

Job Overview:

The Director, Customer Service is responsible to direct and oversee the daily operations in

NYRA’s and NYRA BETS Call Center. Manages a team of individual contributors, Manager and Team Leads and is accountable for conducting effective performance management. Allocates resources to meet objectives and goals of the Customer Service team. Directs operations for strategic initiatives and serves as a primary point of contact for internal stakeholders. Responsible for managing non-technical customer service activities such as delivering in-person customer service, operating customer service desks, and providing general customer support.

Essential Functions:

• Develops tactical and operational plans for the Customer Service team and supports organizational objectives and business goals.

• Drives the execution of customer service strategies and policies to optimize customer satisfaction and operational efficiency.

• Leads performance reviews and develops professional growth plans for supervisors and team members.

• Implements data-driven decision-making by analyzing key service metrics and recommending process enhancements.

• Collaborates with senior leadership to align customer service initiatives with broader business strategies.

• Develops and manages customer service budgets, ensuring resource allocation supports operational excellence.

• Recruit, train, coach, and motivate agents and supervisors; handle escalations.

• Work with IT, Marketing, HR, and other departments to align goals.

• Select and leverage communication software, AI, and automation.

• Monitor KPIs (AHT, CSAT, NPS, FCR), analyze data, and implement quality control.

• Responsible for managing operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring the achievement of team goals within established timelines and budgets.

Qualifications:

Minimum Requirements:

• Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience).

• 8+ years in call center operations, progressing from manager roles.

• Minimum 2-4 years in a supervisory or senior management role.

• Demonstrable success meeting performance metrics in fast-paced environments.

Knowledge Required:

• Exceptional leadership, communication (verbal/written), problem-solving, and interpersonal skills.

• Proficiency with call center platforms, plus data analysis tools.

• Deep understanding of call center operations and industry best practices.

• Proficiency in call center metrics and data analysis.

• Adaptability, resilience, strategic thinking, and emotional intelligence.

Preferred Skills: Process Improvement, Budgeting, Quality Assurance, Business Metrics, Forecasting, Billing, Conflict Resolution, Negotiation, Workflow Management

Summary of Physical Requirements and Work Environment:

The Director, Customer Service role is primarily sedentary and performed in an office or office-like environment with no special physical demands required. The position involves extended periods of sitting with intermittent standing and walking, as well as occasional bending, reaching, and other routine movements typical of a professional workplace.

The role requires regular hand manipulation, including daily typing and repetitive hand movements while working on a computer. Occasional light lifting (generally up to 10 lbs., and infrequently up to 30 lbs.) may be required.

The work environment does not typically expose the employee to hazardous conditions. There is minimal exposure to environmental hazards such as moving mechanical parts, fumes, extreme weather, or high-risk work areas. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Pay Range / Salary: $126,000– $189,000 annually