Director, Customer Service Operations

Strategic Leadership & Team Development:

• Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico.
• Foster development and succession planning while promoting an inclusive and engaged service culture.

Operational Excellence:

• Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels.
• Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction.

Customer Experience Innovation:

• Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions.
• Implement service improvements using customer feedback, data insights, and operational trends.

Process Optimization & Technology Enablement:

• Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience.
• Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies.