As the Director of Customer Service Operations, you will lead the strategic and day-to-day management of customer service functions for the Americas region within a global shared services framework. You will be responsible for building and maintaining a high-performing organization that delivers consistent, high-quality customer experiences across all touchpoints.
Key Responsibilities
- Lead and develop a regional customer service team, fostering a culture of accountability, continuous improvement, and exceptional stakeholder engagement
- Supervise front and back office management teams, ensuring operational efficiency and service consistency across all customer channels
- Design and implement customer service policies, processes, and governance frameworks to support scalability and compliance
- Collaborate with Sales, Operations, and other corporate functions to align customer service strategy with broader business objectives
- Oversee internal and external audit readiness and ensure adherence to regulatory and financial standards
- Drive the development of short- and long-term departmental goals, including organizational structure, staffing models, and performance metrics
- Facilitate planning and policy committees, contributing insights on customer experience, operational risk, and service innovation
- Translate financial and operational data into actionable insights for non-financial stakeholders
- Build a talent development strategy focused on performance management, leadership growth, and team acceleration
Qualifications
- Professional degree and at least ten years of senior-level experience in customer service or shared services operations
- Proven expertise in managing multi-channel customer service environments and optimizing the end-to-end customer journey
- Strong communication and interpersonal skills, with the ability to engage confidently with senior leadership
- Demonstrated ability to lead complex projects under tight timelines while motivating cross-functional teams
- Skilled in simplifying financial information for diverse audiences
- Commitment to empathy, collaboration, and ethical leadership
- Willingness to maintain a flexible work schedule
Preferred Attributes
- MBA or commitment to complete one within four years
- Local to the Dallas-Fort Worth Metroplex
- Bilingual proficiency in Spanish
Work Environment
This role operates in a hybrid model based in the Dallas-Fort Worth Metroplex, combining in-office collaboration with remote flexibility. The position requires adaptability in scheduling to align with regional and global operations.
