Vice President, Customer Service at Labelmaster Chicago, IL

Position Purpose To lead, mentor and direct customer success teams to ensure optimal customer experiences, drive customer satisfaction, and ensure timely and effective CS processes. The VP, Customer Success will manage all major order channels and processes, understand KPIs, budget planning, resource allocations, recommend process improvements, identify, plan and execute automation initiatives, and perform triage for process failures and escalations. This technology‑driven role must balance deep departmental knowledge with a broader understanding of cross‑departmental operations and business goals to effectively drive change across the organization. Benefits Health Insurance Dental & Vision Insurance Life Insurance Medical & Childcare Flexible Spending Accounts Education Assistance 401(k) with Matching Fitness Bank Pre‑tax Transit Program PTO Bank Paid Holidays Paid Diversity Days Volunteer Time Off Referral Bonus Program Competitive wage ($135,000–150,000 annually) Hybrid work schedule Core Responsibilities & Principal Accountabilities Partner collaboratively & build health relationships with individuals across the organization. Keep up‑to‑date on the latest technology and CS trends. Responsible for CS service expansions, including new CS support programs, new business plans and/or domains. Project manage technology and automation implementations, including system integrations through EDI, CXML, and APIs, and automations through intention‑based chatbots, ERP workflows, AI/Agentic studios, or other automation technologies for data processing, customer experience & triage. Lead system upgrades and conversions that impact CS processes or resources, directing test plans, reviewing new processes, and providing effective direction for optimization. Perform ongoing data analysis, statistical analysis & reporting of CS metrics. Effectively manage budget and operational costs. Define and implement team objectives, develop short‑term and long‑term plans and programs, and support budget requests. Oversee all resources and business performance of Customer Success, including hiring, training oversight, planning, incident resolution, attendance adherence, and throughput of virtual and human resources. Coach direct reports on management skills, motivational and accountability techniques, and effective process and automation development. Develop plans for new technology and implement corporate policy regarding customer initiatives. Consult with all segments of management responsible for policy or action to ensure compliance within area of responsibility. Analyze data continually for process improvement. Implement ISO & QA processes & improvement efforts. Develop new short‑term and long‑term business initiatives for CS, for continuous improvement (CI). Review every escalation and determine additional CI requirements. Regularly review team performance and reporting. Work travel when required, up to 10% of work availability. Knowledge, Skills & Competencies Effective budget management skills & budgets. Ability to draft proposals and statements of work. Ability to understand, plan and direct automations that depend on technologies commonly used in Customer Relationship Management. Ability to work overtime when needed. Ability to work as an individual contributor as well as a strategic leader. Ability to support sales efforts that include CS support services. Ability to manage multiple projects simultaneously. Account management skills. Excellent presentation skills. Proven track record in Customer Service. Success in developing, motivating and leading a high‑performance CS team. Strong customer focus. Strong focus on automation and technology. Ability to manage change. Team‑oriented. Excellent verbal communication skills. Problem‑solving skills. Ability to see the “big picture.” Ability to set goals and meet them. Ability to handle pressure and meet deadlines. Ability to analyze complex operational problems, develop innovative solutions, and align them with the organization’s strategic objectives. Strong critical thinking skills. Ability to read & interpret documents. Ability to read & understand financial statements. Good organizational skills. Project management skills. Education, Training & Experience College degree or equivalent experience. Master's degree helpful. 10+ years progressive CS or operations experience. 5+ years experience managing CS teams. ISO experience. Technology Must have advanced computer use skills Highly proficient key board kills Highly proficient with MS Office suite General familiarity with PC triage, low‑level troubleshooting, research, etc. Highly proficient with CRM and ERP systems. Some exposure to automation technologies EDI, CXML, APIs, Scripting CRM‑based SLA notifications AI/Agentic studios, Workflows, etc. Some exposure to analytics Power BI Jet Reports Platform dashboards Other Reporting tools Supervisory Responsibilities CS Team Leads CS Representatives EEO Employer – Veterans and IWD are strongly encouraged to apply Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity in all aspects of employment. We will provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing View email address on click.appcast.io. #J-18808-Ljbffr Itlearn360