Customer Service Director

Job Description

Job Description

We are looking for a Customer Service Director to lead service operations and elevate the customer experience for a retail organization based in Los Angeles, California. This role will guide customer support strategy, strengthen team performance, and use insights to improve service quality across multiple channels. The ideal candidate brings strong operational judgment, people leadership, and a practical approach to driving efficiency, compliance, and customer satisfaction.

Responsibilities:

• Shape and carry out service strategies that improve customer satisfaction, support retention, and align with broader business objectives.

• Direct daily customer service activities across teams and service channels, ensuring consistent performance and responsiveness.

• Coach and develop frontline leaders and support staff while building a results-oriented, accountable team environment.

• Analyze service metrics and customer trends to identify improvement opportunities and drive better operational outcomes.

• Lead enhancements involving customer service platforms, workflow automation, digital self-service capabilities, and AI-supported service tools.

• Oversee complaint resolution, escalation handling, and recovery efforts to preserve customer trust and brand reputation.

• Work closely with Legal, Compliance, Risk, and Audit partners to uphold regulatory standards and maintain effective operational controls.

• Manage staffing plans, workforce readiness, departmental budgets, and external vendor relationships to support reliable service delivery.

• Track vendor results and service-level commitments while identifying ways to improve efficiency, control costs, and raise service performance.

• Bachelor’s degree in Business, Operations, Finance, Technology, or a related discipline.

• At least 5 years of experience leading managers within multi-site, call center, or outsourced service environments.

• Demonstrated strength in operational leadership, performance analysis, and budget management.

• Experience using customer service systems, reporting tools, and service technology to improve team effectiveness.

• Ability to manage escalations, solve complex service issues, and make sound decisions in a fast-paced setting.

• Strong collaboration skills with the ability to work across business, compliance, and support functions.

• Bilingual communication skills in English and Spanish

• Background in talent development, workforce planning, and continuous process improvement.