Director of Customer Experience

The Director of Customer Service Operations is responsible for overall management of the Customer Service team. Your role is to ensure that Reach Financial delights its customers, not only during interactions with the customer service team, but across the full customer journey. You will be responsible for building out the infrastructure and processes to ensure that our operations are efficient, scalable, and can handle sudden fluctuations in call volume.

They will lead the Customer Service team operations and partner with the management team to align department policies and systems with the company's objectives. Developing productivity and quality standards to maximize workflows, operational processes, and customer experience will also be required. They will oversee customer issues and ensure effective and long-term problem resolution and monitor and track key metrics, conduct call auditing and provide constructive feedback to the teams.